Dedicated IT - On-Site Technician

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.

• Location: West Chester, PA

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, with availability required during nights and weekends for business-impacting issues.

• Serve as the first point of contact for resolving technical issues.
• Must be familiar with Microsoft Teams Rooms, and experience inventory management.
• 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.

• 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.
• 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: such as telephony skills, 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.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• 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. 
• 2+ of IT experience. 

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• 401k