Dedicated IT Technician (Wilkes-Barre, PA)

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. This role is responsible for managing onsite IT functionality, coordinating with remote support teams, and ensuring consistent service delivery aligned with company standards. 

This is a fully onsite position located in Wilkes-Barre, PA and requires onsite presence five (5) days per week, Monday through Friday. The technician will serve as the primary onsite IT resource, delivering hands-on support to end users, maintaining local IT infrastructure, and partnering with In-Telecom's remote support teams to resolve escalated issues. 

Primary Location:  

• Wilkes-Barre, PA 

The technician will act as the primary point of contact for all IT-related matters at this location, managing a ticketing board in ConnectWise and partnering with In-Telecom Remote Support for escalations. 

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. 
• Proactively monitor and maintain the overall health of the onsite IT environment. 

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 customer and how IT relates to 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. 

• 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 while managing onsite responsibilities. 
• 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)