The Dedicated IT Technician serves in a general site management capacity, providing high-level technical assistance and client-facing support. This role is responsible for managing onsite IT functionality, coordinating with remote support teams, and ensuring consistent service delivery aligned with company standards.
This is a fully onsite position located in Wilkes-Barre, PA and requires onsite presence five (5) days per week, Monday through Friday. The technician will serve as the primary onsite IT resource, delivering hands-on support to end users, maintaining local IT infrastructure, and partnering with In-Telecom's remote support teams to resolve escalated issues.
Primary Location:
The technician will act as the primary point of contact for all IT-related matters at this location, managing a ticketing board in ConnectWise and partnering with In-Telecom Remote Support for escalations.
This is a salaried position, working Monday through Friday.
Key Responsibilities
- 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 the domain and 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 and 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, and 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 issues in person.
- Provide 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.
- Proactively monitor and maintain the overall health of the onsite IT environment.
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, impending changes, agreed outages, etc.
- Ensure consistency of existing systems through creating, maintaining, and enforcing standards and 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 through 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.
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Professional IT certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent.
- Knowledge of IT applications, processes, software, and equipment.
- Strong organizational, presentation, and customer service skills.
- Strong written and verbal communication skills.
- Excellent interpersonal and customer-care skills.
- Ability to multi-task and adapt quickly to changing priorities.
- Ability to work independently while managing onsite responsibilities.
- Ability to work effectively in a team environment and communicate professionally with users at all levels.
- Self-motivated with the ability to work in a fast-moving environment.
Educational/Vocational/Previous Experience Recommendations
- BA/BS preferred, preferably in Computer Science, Business Administration, or a related field.
- Equivalent combinations of education, certifications, and experience will be considered.
- MBA/MS preferred but not required.
- Minimum of 4 years of IT support experience.
- Experience supporting Microsoft 365, Active Directory/Azure AD, endpoint management, and business applications preferred.
- Experience working within a managed services (MSP) environment is highly desirable.
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Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- 401(k)
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.
In-Telecom Consulting, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
