Dedicated IT Technician - Greater New Orleans

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 in Bay St. Louis, MS and Belle Chasse, LA. 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. Key ResponsibilitiesBasic Functions / Core TasksServe as the first point of contact for resolving technical issues.Must be familiar with Microsoft Teams Rooms, and experience inventory management.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 TasksLevel 2 Issue ResolutionTroubleshoot workstations, printers, and network issuesReset passwords and unlock accountsResolve software errors and application malfunctionsRun hardware diagnostics and replace faulty componentsNew User SetupProvision computers, accounts, and softwareJoin machines to domain, configure user profilesSet up email, access rights, and security groupsHardware & Software InstallationInstall new laptops, desktops, monitors, and peripheralsDeploy licensed software and ensure complianceSet up and manage AV equipment and conferencing tools (e.g., Microsoft Teams Rooms)Patch ManagementVerify automated patching is runningManually install updates if neededReport on patch status to headquartersInventory ManagementTrack and tag assets (laptops, desktops, switches, etc.)Maintain inventory logs of hardware/softwareReport missing or damaged equipment Process and CoordinationTicket ManagementMonitor and update tickets in ConnectWise or other PSA systemsDocument resolutions, time spent, and follow-ups Escalate complex issues to L3 or remote supportVendor CoordinationLiaise with ISPs, copier/printer vendors, or software support teamsCoordinate warranty claims or repairsNetwork Room / Closet UpkeepLabel and manage cablingMaintain basic switch and patch panel hygieneReplace faulty network equipment under directionUser Support & TrainingDesk-Side SupportVisit users’ desks to troubleshoot in personOffering guidance on basic IT practicesAssist During Onboarding/Offboarding Set up or decommission systemsEnsure access is granted or revoked on timeRecurring ResponsibilitiesWeekly check-ins with HQ or Service ManagerRegular reporting on site health and incidentsQuarterly hardware health audits or walk-throughsAdditional 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, 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.Skills, Knowledge & ExpertiseProfessional 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.Educational/Vocational/Previous Experience Recommendations:BA/BS, preferably in computer science, business administration or a related field.MBA/MS preferred but not required.2+ of IT experience.Job BenefitsHealth, dental and vision insuranceLife insuranceShort & Long Term Disability401(k)