Dedicated IT Technician - Greater New Orleans

In-Telecom•Louisiana, LA

6d•Onsite

About The Position

The Dedicated IT Technician provides site management, high-level technical assistance, and client-facing support across multiple locations. The role manages onsite IT functionality, coordinates with remote support teams, and ensures consistent service aligned with company standards. Regular presence is required at client sites in Bay St. Louis, Mississippi, and Belle Chasse, Louisiana. The technician is the primary IT point of contact at those locations, manages tickets in ConnectWise, and partners with In-Telecom Remote Support for escalations. This is a salaried position with a Monday-through-Friday schedule. Availability is required during nights and weekends for business-impacting issues. Responsibilities include first-line and Level 2 troubleshooting, user setup and support, hardware and software installation, patch management, inventory tracking, ticket and vendor coordination, and upkeep of network rooms and closets. The technician also conducts regular reporting and site health reviews, documents processes, supports onboarding and offboarding, and communicates with users about escalated issues and service changes.

Requirements

At least 2 years of IT experience.
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.
Ability to plan and prepare written communications.
Interpersonal skills, including telephony, communication, active listening, and customer care.
Ability to multitask and adapt quickly to change.
Ability to work in a team and communicate effectively.
Service awareness of the organization's key IT services being supported.
Understanding of support tools and techniques and how technology is used to provide IT services.
Typing skills for quick and accurate service request entry.
Self-motivation and ability to work in a fast-moving environment.
Regular onsite presence at client sites in Bay St. Louis, Mississippi, and Belle Chasse, Louisiana.
Availability during nights and weekends for business-impacting issues.

Nice To Haves

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.
BA/BS, preferably in computer science, business administration, or a related field.
MBA/MS.

Responsibilities

Serve as the first point of contact for technical issues at the assigned client locations.
Troubleshoot Level 2 issues involving workstations, printers, networks, software, and applications; reset passwords, unlock accounts, run hardware diagnostics, and replace faulty components.
Partner with In-Telecom remote escalation personnel and escalate complex issues to Level 3 or remote support.
Provision computers, accounts, and software for new users; configure domains, profiles, email, access rights, and security groups.
Install laptops, desktops, monitors, peripherals, licensed software, AV equipment, and conferencing tools such as Microsoft Teams Rooms.
Verify automated patching, manually install updates as needed, and report patch status to headquarters.
Track and tag hardware and software assets, maintain inventory logs, and report missing or damaged equipment.
Monitor and update tickets in ConnectWise or other PSA systems, documenting resolutions, time spent, and follow-ups; enter work as activities, service tickets, or project tickets in ConnectWise.
Coordinate with ISPs, copier and printer vendors, and software support teams; coordinate warranty claims and repairs.
Maintain network rooms and closets by labeling and managing cabling, maintaining switch and patch panel hygiene, and replacing faulty network equipment under direction.
Provide desk-side support and guidance on basic IT practices.
Set up or decommission systems during onboarding and offboarding and ensure access is granted or revoked on time.
Conduct weekly check-ins with headquarters or the Service Manager, report on site health and incidents, and perform quarterly hardware health audits or walk-throughs.
Investigate problems, drive resolution, and design and maintain team process documentation.
Identify opportunities for improvement, increase user satisfaction and system functionality, and maintain consistent technical standards and procedures.
Keep users informed about escalated issues, progress, impending changes, and agreed outages.
Maintain knowledge of the customer and how IT supports its business strategy and goals.
Complete assigned ConnectWise University training materials and blueprints.
Review IT publications and online materials to stay current with emerging technologies.