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

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.

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 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.

Job Benefits

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