Dedicated IT - Escalation Technician Greater New Orleans

In-Telecom•Louisiana, LA

45d•Onsite

About The Position

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. This position requires a regular presence at client sites. 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.

Requirements

Must be familiar with Microsoft Teams Rooms, and experience inventory management
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.
BA/BS, preferably in computer science, business administration or a related field.
2+ of IT experience.

Nice To Haves

MBA/MS preferred but not required.

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.
Troubleshoot workstations, printers, and network issues
Reset passwords and unlock accounts
Resolve software errors and application malfunctions
Run hardware diagnostics and replace faulty components
Provision computers, accounts, and software
Join machines to domain, configure user profiles
Set up email, access rights, and security groups
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)
Verify automated patching is running
Manually install updates if needed
Report on patch status to headquarters
Track and tag assets (laptops, desktops, switches, etc.)
Maintain inventory logs of hardware/software
Report missing or damaged equipment
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
Liaise with ISPs, copier/printer vendors, or software support teams
Coordinate warranty claims or repairs
Label and manage cabling
Maintain basic switch and patch panel hygiene
Replace faulty network equipment under direction
Visit users’ desks to troubleshoot in person
Offering guidance on basic IT practices
Set up or decommission systems
Ensure access is granted or revoked on time
Weekly check-ins with HQ or Service Manager
Regular reporting on site health and incidents
Quarterly hardware health audits or walk-throughs
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.