In-Telecom

Provides VoIP, access control, IT consulting

Dedicated IT Technician

IT Service Desk & End User SupportUpdated on Nov 13

Full-timeTexas, USANo salary listed

About the Job

Requirements

Professional IT certifications, such as CompTIA, CompTIA A+, CompTIA Network+, or 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, including communication, active listening, and customer care.
Ability to multitask and adapt quickly to changes.
Ability to work in a team and communicate effectively.
Self-motivation and ability to work in a fast-moving environment.
Four or more years of IT experience.

Responsibilities

Serve as the first point of contact for resolving technical issues.
Partner with remote escalation personnel to resolve issues that cannot be handled internally.
Understand service and support objectives.
Investigate and resolve problems as required.
Design and maintain process documentation for the team.
Resolve Level 2 issues, including troubleshooting workstations, printers, and network issues; resetting passwords and unlocking accounts; resolving software errors and application malfunctions; and running hardware diagnostics and replacing faulty components.
Provision computers, accounts, and software for new users; join machines to the domain; configure user profiles; and set up email, access rights, and security groups.
Install laptops, desktops, monitors, and peripherals; deploy licensed software while ensuring 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.
Coordinate 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 hygiene, 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, ensuring access is granted or revoked on time.
Conduct weekly check-ins with headquarters or the Service Manager, provide regular reports on site health and incidents, and conduct 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 to ensure consistency of existing systems when implementing technical solutions.
Maintain knowledge of the customer and how IT relates to its business strategy and goals.
Complete assigned training materials and blueprints on ConnectWise University.
Enter all work as activities, service tickets, or project tickets in ConnectWise.
Review IT publications and online materials to stay current with emerging technologies.
Respond promptly and professionally to after-hours emergency calls and requests as needed.

Desired Qualifications

A Bachelor of Arts or Bachelor of Science degree, preferably in Computer Science, Business Administration, or a related field.
A Master of Science or Master of Business Administration degree; these are preferred but not required.

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:

Huffman, TX & Dayton, TX

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.

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

Recently Posted Jobs

Explore more opportunities at In-Telecom

See more jobs