The Dedicated IT Technician serves in a general site management capacity, providing high-level technical assistance, and client-facing support across multiple locations. This role is responsible for managing onsite IT functionality, coordinating with remote support teams, and ensuring consistent service delivery aligned with company standards.
This position requires a regular presence at client sites:
The technician will act as the primary point of contact for all IT-related matters at these locations, managing a ticketing board in ConnectWise and partnering with In-Telecom Remote Support for escalations. This is a salaried position, working Monday through Friday.
- Serve as the first point of contact for resolving technical issues.
- Partner with In-Telecom remote escalations personnel for issues that cannot be resolved internally.
- Understand overall service and support objectives.
- Drive problem investigation and resolution as required.
- Design and maintain process documentation for the team.
Core Technical Tasks
- Level 2 Issue Resolution
- Troubleshoot workstations, printers, and network issues
- Reset passwords and unlock accounts
- Resolve software errors and application malfunctions
- Run hardware diagnostics and replace faulty components
New User Setup
- Provision computers, accounts, and software
- Join machines to domain, configure user profiles
- Set up email, access rights, and security groups
Hardware & Software Installation
- Install new laptops, desktops, monitors, and peripherals
- Deploy licensed software and ensure compliance
- Set up and manage AV equipment and conferencing tools (e.g., Microsoft Teams Rooms)
Patch Management
- Verify automated patching is running
- Manually install updates if needed
- Report on patch status to headquarters
Inventory Management
- Track and tag assets (laptops, desktops, switches, etc.)
- Maintain inventory logs of hardware/software
- Report missing or damaged equipment
Process and Coordination
Ticket Management
- Monitor and update tickets in ConnectWise or other PSA systems
- Document resolutions, time spent, and follow-ups
- Escalate complex issues to L3 or remote support
Vendor Coordination
- Liaise with ISPs, copier/printer vendors, or software support teams
- Coordinate warranty claims or repairs
Network Room / Closet Upkeep
- Label and manage cabling
- Maintain basic switch and patch panel hygiene
- Replace faulty network equipment under direction
User Support & Training
Desk-Side Support
- Visit users’ desks to troubleshoot in person
- Offering guidance on basic IT practices
Assist During Onboarding/Offboarding
- Set up or decommission systems
- Ensure access is granted or revoked on time
Recurring Responsibilities
- Weekly check-ins with HQ or Service Manager
- Regular reporting on site health and incidents
- Quarterly hardware health audits or walk-throughs
Additional Duties and Responsibilities:
- Identify areas for improvement and make constructive suggestions for change.
- Continually seek opportunities to increase user satisfaction and system functionality.
- Communicate escalated issues to users: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
- Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
- Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
- Enter all work as activities, service tickets, or project tickets in ConnectWise.
- Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.
- Emergency Support: Respond promptly and professionally to after-hours emergency calls and requests as needed, demonstrating a commitment to excellence in service.
- Professional IT Certifications, such as: CompTIA, CompTIA A+, CompTIA Network+, Microsoft related certifications.
- Knowledge of IT applications, processes, software, and equipment.
- Strong organizational, presentation, and customer service skills.
- Skill in planning and preparing written communications.
- Interpersonal skills: such as communication skills, active listening and customer-care.
- Ability to multi-task and adapt to changes quickly.
- Ability to work in a team and communicate effectively.
- Self-motivated with the ability to work in a fast-moving environment.
Educational/Vocational/Previous Experience Recommendations:
- BA/BS, preferably in computer science, business administration or a related field.
- MBA/MS preferred but not required.
- 4+ of IT experience.
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- 401k
