Role Purpose
The IT Technician is responsible for supporting both project-based onsite installations and day-to-day help desk service delivery across the Managed Services organization. This role serves as a hybrid resource that helps bridge implementation work and support operations by installing and configuring client equipment for projects while also resolving service tickets when not actively engaged in onsite project work.
The IT Technician plays an important role in maintaining service responsiveness, completing project work accurately, and supporting a positive client experience. This position is expected to handle common to moderately complex technical issues, complete onsite equipment installations, document work clearly, and coordinate closely with the help desk, project teams, and operations leadership.
1. Onsite Project Installation Support
- Install and deploy IT equipment onsite for client projects.
- Support implementation of firewalls, switches, access points, workstations, phones, and other network or end-user equipment as assigned.
- Assist with hardware replacements, office setups, equipment cutovers, and infrastructure rollout activity.
- Ensure installed equipment is mounted, connected, labeled, and brought online properly based on company standards.
- Coordinate with project engineers, cabling teams, and project coordinators to ensure onsite work is completed efficiently.
2. Configuration and Setup
- Perform basic to moderate configuration of installed equipment based on project scope and internal standards.
- Assist with setup of user devices, printers, phones, workstations, wireless devices, and related network-connected equipment.
- Support implementation tasks involving Microsoft 365 accounts, device enrollment, workstation deployment, and related setup activity.
- Validate that installed systems and devices are functioning properly before leaving site or handing off work.
- Escalate more advanced configuration issues when needed while maintaining ownership of assigned work.
3. Help Desk Ticket Resolution
- Resolve help desk tickets when not actively assigned to onsite project work.
- Provide support for common technical issues involving desktops, laptops, printers, Microsoft 365, user accounts, connectivity, and other supported technologies.
- Work assigned tickets from initial response through resolution or escalation.
- Maintain movement on assigned work and communicate appropriately regarding status, delays, and next steps.
- Support service delivery needs as priorities shift between project work and reactive support.
4. Client Support and Troubleshooting
- Troubleshoot technical issues in both onsite and remote support situations.
- Resolve issues within the expected scope of the role while following internal standards and documentation requirements.
- Identify when an issue should be escalated to a higher-level technician, engineer, or project resource.
- Assist with post-installation troubleshooting and cleanup when project-related issues arise.
- Help restore service and user functionality as quickly and professionally as possible.
5. Ticket Ownership and Documentation
- Take ownership of assigned support tickets and project-related tasks.
- Document work performed, troubleshooting steps taken, equipment installed, and relevant client communication clearly and accurately.
- Ensure tickets are updated consistently and reflect current status, actions taken, and resolution details.
- Support clean handoff of work to other team members when escalation or follow-up is needed.
- Maintain strong ticket hygiene and accurate records for both support and project activity.
6. Client Communication and Professional Representation
- Communicate with clients professionally during onsite visits, remote support sessions, and project activity.
- Provide updates on work being completed, status, timelines, and next steps as needed.
- Represent the company well through professionalism, preparedness, responsiveness, and accountability.
- Help create a positive client experience by being clear, organized, and dependable.
- Raise concerns when client expectations, project conditions, or support issues need additional leadership attention.
7. Coordination with Service and Project Teams
- Work closely with the Help Desk Dispatcher, Help Desk Supervisor, Project Engineers, Project Coordinators, and IT Operations Manager.
- Coordinate scheduling, work priority, and task handoff between support and project responsibilities.
- Support project teams when onsite installation work needs to align with broader project timelines.
- Support the service team by stepping into help desk responsibilities when project workload allows.
- Help maintain flexibility across the organization by contributing where operational need is highest.
8. Standards and Process Adherence
- Follow company standards for equipment installation, documentation, ticket handling, communication, and technical execution.
- Ensure onsite work is completed in a clean, organized, and supportable way.
- Follow internal processes for escalation, handoff, project readiness, and service delivery.
- Maintain consistency in how work is performed across clients and job types.
- Help reinforce operational discipline by executing work reliably and according to expectation.
9. Continuous Improvement and Technical Growth
- Continue building technical knowledge across networking, endpoint support, Microsoft 365, hardware deployment, and client support.
- Improve ability to work independently on both project and service-related technical tasks.
- Identify recurring issues, workflow inefficiencies, or technical obstacles and raise them appropriately.
- Participate in training, coaching, and development opportunities.
- Grow toward increased independence and readiness for more advanced technical roles over time.
Leadership Expectations
- Take ownership of assigned work.
- Be dependable in both onsite and support responsibilities.
- Communicate clearly and professionally.
- Maintain urgency while delivering quality work.
- Follow standards and document work consistently.
- Escalate issues appropriately and without delay.
- Adapt to changing priorities between project work and service work.
- Represent the company well in all client interactions.
Internal Working Relationships
- IT Operations Manager
- Help Desk Dispatcher
- Help Desk Supervisor
- Help Desk Technicians
- Project Engineers
- Project Coordinators
- Cabling / field resources
- Solutions Engineer as needed for advanced issues
- Directors of Managed IT as needed
Success in This Role Looks Like
- Onsite installations are completed accurately and professionally.
- Help desk tickets are resolved efficiently when project workload allows.
- Documentation is clear and complete.
- Equipment installs are clean, supportable, and aligned with standards.
- Clients have a positive experience during both support and project interactions.
- Work transitions smoothly between project and service needs.
- The role helps improve overall flexibility and responsiveness across the team.
- Technical skills and independence continue to improve over time.
Reporting Structure
Reports To: IT Operations Manager
Direct Reports: None
Internal Focus Areas
- Onsite installation of IT equipment
- Basic to moderate technical configuration
- Help desk ticket resolution
- Client troubleshooting and support
- Documentation and ticket quality
- Cross-team coordination
- Standards and process adherence
Technical development and growth
Pay Range: $40,000-$50,000 annually
