Hybrid IT Technician (Kilgore, TX)

Job Description

Job Description

Description

The Hybrid IT Technician provides a combination of onsite and remote technical support across multiple client environments, delivering exceptional service and technical expertise to end users and client stakeholders. This role is responsible for supporting the Kilgore client location through scheduled onsite visits, while also providing remote and occasional onsite assistance to other MSP clients. This position works closely with internal support teams to resolve technical issues, maintain system reliability, and ensure consistent service delivery aligned with company standards and client expectations.

 

This position follows a hybrid work schedule and requires regular onsite presence at the client location in Kilgore, TX. The technician will provide onsite support at the Kilgore site two (2) days per week and work remotely three (3) days per week while continuing to support other client environments and end users. Additional onsite visits may be required based on operational or business needs. 

The technician will act as the primary point of contact for all IT-related matters at the Kilgore location during scheduled onsite days, managing a ticketing board in ConnectWise and partnering with In-Telecom Remote Support for escalations. While serving as a key resource for the Kilgore client, this role is also expected to provide support across In-Telecom's broader client base as assigned. 

This is a salaried position working Monday through Friday. 

Key Responsibilities  

• 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 the domain and 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 and 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, and 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 issues in person. 
• Provide 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. 
• Maintain an effective balance between Kilgore onsite responsibilities and support activities for other client environments to ensure timely service delivery across all assigned accounts.  

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, impending changes, agreed outages, etc. 
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards and procedures for implementing technical solutions. 
• Maintain specific knowledge of the Kilgore client environment as well as assigned client environments and understand how IT supports their business strategy and goals. 
• Understand processes in ConnectWise by completing assigned training materials and blueprints through 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. 

Skills, Knowledge & Expertise  

• Professional IT certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent. 
• Knowledge of IT applications, processes, software, and equipment. 
• Strong organizational, presentation, and customer service skills. 
• Strong written and verbal communication skills. 
• Excellent interpersonal and customer-care skills. 
• Ability to multi-task and adapt quickly to changing priorities. 
• Ability to work independently in both onsite and remote environments. 
• Ability to work effectively in a team environment and communicate professionally with users at all levels. 
• Self-motivated with the ability to work in a fast-moving environment.  

Educational/Vocational/Previous Experience Recommendations  

• BA/BS preferred, preferably in Computer Science, Business Administration, or a related field. 
• Equivalent combinations of education, certifications, and experience will be considered. 
• MBA/MS preferred but not required. 
• Minimum of 4 years of IT support experience. 
• Experience supporting Microsoft 365, Active Directory/Azure AD, endpoint management, and business applications preferred. 
• Experience working within a managed services (MSP) environment is highly desirable. 

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