Dedicated Onsite IT Technician - Huffman, TX

In-Telecom•Texas, TX

9d•Onsite

About The Position

The Dedicated Onsite IT Technician provides high-level technical assistance and client-facing support at client sites in Huffman, TX and Dayton, TX. The technician is the primary point of contact for IT matters at these locations, manages tickets in ConnectWise, coordinates with remote support teams, and helps ensure consistent service delivery in line with company standards. This is a salaried position working Monday through Friday, with after-hours emergency support as needed. The role includes Level 2 troubleshooting and resolution, onboarding and offboarding support, device and software installation, patch and asset management, vendor coordination, network-closet upkeep, and desk-side user support. The technician also documents processes and resolutions, escalates complex issues, reports on site health, and works with headquarters or the Service Manager to support the client’s IT operations.

Requirements

At least 4 years of IT experience.
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 communication, active listening, and customer care.
Ability to multitask and adapt quickly to change.
Ability to work in a team and communicate effectively.
Self-motivation and ability to work in a fast-moving environment.

Nice To Haves

Professional IT certifications, such as CompTIA, CompTIA A+, CompTIA Network+, or Microsoft certifications.
A bachelor’s degree, preferably in computer science, business administration, or a related field.
An MBA or master’s degree, preferred but not required.

Responsibilities

Serve as the first point of contact for technical issues at the client sites.
Partner with In-Telecom remote escalation personnel to resolve issues that cannot be handled onsite.
Investigate and resolve technical problems and maintain awareness of service and support objectives.
Create, maintain, and enforce process documentation, standards, and procedures for technical solutions.
Troubleshoot workstations, printers, network issues, software errors, and application malfunctions; reset passwords, unlock accounts, run hardware diagnostics, and replace faulty components.
Provision computers, accounts, and software for new users; join machines to the domain and configure user profiles, email, access rights, and security groups.
Install laptops, desktops, monitors, peripherals, licensed software, and audiovisual and conferencing equipment, including Microsoft Teams Rooms.
Verify automated patching, manually install updates when needed, and report patch status to headquarters.
Track and tag IT assets, maintain hardware and software 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; escalate complex issues to Level 3 or remote support.
Coordinate with ISPs, copier and printer vendors, and software support teams, including warranty claims and repairs.
Maintain network rooms and closets by labeling and managing cabling, maintaining basic 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.
Hold weekly check-ins with headquarters or the Service Manager, report regularly on site health and incidents, and conduct quarterly hardware health audits or walk-throughs.
Identify opportunities for improvement, user satisfaction, and increased system functionality.
Keep users informed about escalated issues, progress, impending changes, and agreed outages.
Learn ConnectWise processes by completing assigned training materials and blueprints; record all work as activities, service tickets, or project tickets in ConnectWise.
Review IT publications and online materials to stay current with emerging technologies.
Respond promptly and professionally to after-hours emergency calls and requests as needed.