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In-Telecom

Provides VoIP, access control, IT consulting

Dedicated IT Technician

IT Service Desk & End User SupportUpdated on Nov 13
Full-timeNo salary listed

About the Job

Requirements

  • At least 2 years of IT experience.
  • A BA/BS is preferred, preferably in Computer Science, Business Administration, or a related field.
  • An MBA/MS is preferred but not required.
  • Professional IT certifications such as Microsoft MCP, MCSA, or MCSE; Citrix CCEA or CCIA; SonicWall CSSA; ConnectWise CCPA; LabTech LTCP; Cisco CCNA; or VMware VCP are identified as relevant recommendations.
  • Knowledge and experience in cross-functional management methods and techniques.
  • Knowledge of IT applications, processes, software, and equipment.
  • Strong organizational, presentation, and customer service skills.
  • Skill in planning and preparing written communications.
  • Interpersonal skills including telephony, communication, active listening, and customer care.
  • Ability to multitask and adapt to changes quickly.
  • Ability to work in a team and communicate effectively.
  • Service awareness of the organization's key IT services being supported.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Typing skills to enter service request details quickly and accurately.
  • Ability to work independently in a fast-moving environment.
  • Familiarity with Microsoft Teams Rooms and experience in inventory management.

Responsibilities

  • Serve as the first point of contact for resolving technical issues and provide high-level technical assistance and client-facing support across multiple locations.
  • Manage onsite IT functionality, coordinate with remote support teams, and ensure consistent service delivery aligned with company standards.
  • Maintain regular presence at client sites in Bay St. Louis, Mississippi, and Belle Chasse, Louisiana, serving as the primary IT contact at those locations.
  • Partner with In-Telecom remote support personnel to escalate issues that cannot be resolved internally.
  • Understand service and support objectives and drive problem investigation and resolution as required.
  • Design and maintain process documentation for the team.
  • Resolve Level 2 issues by troubleshooting workstations, printers, and network issues; resetting passwords and unlocking accounts; resolving software errors and application malfunctions; running hardware diagnostics; and replacing faulty components.
  • Set up new users by provisioning computers, accounts, and software; joining machines to the domain; configuring user profiles; and setting up email, access rights, and security groups.
  • Install laptops, desktops, monitors, and peripherals; deploy licensed software and ensure compliance; and set up and manage audiovisual equipment and conferencing tools such as Microsoft Teams Rooms.
  • Verify automated patching is running, manually install updates when needed, and report patch status to headquarters.
  • Track and tag hardware assets, maintain hardware and software inventory logs, and report missing or damaged equipment.
  • Monitor and update tickets in ConnectWise or other professional services automation systems; document resolutions, time spent, and follow-ups; and escalate complex issues to Level 3 or remote support.
  • Liaise with internet service providers, copier and printer vendors, and software support teams; coordinate warranty claims or repairs.
  • Label and manage cabling, maintain basic switch and patch panel organization, and replace faulty network equipment under direction.
  • Visit users' desks to troubleshoot in person and provide guidance on basic IT practices.
  • Set up or decommission systems during onboarding and offboarding and ensure access is granted or revoked on time.
  • Conduct weekly check-ins with headquarters or the Service Manager, report regularly on site health and incidents, and perform quarterly hardware health audits or walk-throughs.
  • Identify areas for improvement and make constructive suggestions for change; seek opportunities to increase user satisfaction and system functionality.
  • Keep users informed about escalated issues, progress, impending changes, and agreed outages.
  • Create, maintain, and enforce standards and procedures for implementing technical solutions to ensure consistency of existing systems.
  • Maintain specific knowledge of the customer and how IT relates to the customer's business strategy and goals.
  • Complete assigned ConnectWise University training materials and blueprints; enter all work as activities, service tickets, or project tickets in ConnectWise.
  • Review IT publications and online materials to stay current with emerging and future technologies.
  • Remain available during nights and weekends for business-impacting issues.

About the Company

In-Telecom

Provides VoIP, access control, IT consulting

In-Telecom provides a full range of technology solutions, including VoIP phone systems, access control, IT consulting, and skilled installation and service from certified technicians. Its products work by delivering voice communications over the internet (VoIP), controlling physical entry with security and access systems, and offering expert guidance and hands-on setup for IT needs. The company differentiates itself through its one-stop-shop approach, blending hardware, software, and ongoing support with a focus on customer service before and after the sale. This combination aims to ensure clients understand, adopt, and maintain their technology effectively. The goal is to become a long-term technology partner that helps clients succeed by handling all their security and telecommunications needs.

Company size
51-200
Company stage
Not listed
Total funding
Not listed
Headquarters
Slidell, LA
Founded
2009

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