Dedicated Onsite IT Technician - Stone Mountain, GA

Job Description

Job Description

Description

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.

• Stone Mountain, GA

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