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In-Telecom · 12 hours ago

Dedicated IT Technician

Nampa, ID

Full-time

Onsite

Entry, Mid Level

$58K/yr - $67K/yr

2+ years exp

In-Telecom is a company focused on providing IT solutions, and they are seeking a Dedicated IT Technician to manage onsite IT functionality and client-facing support across multiple locations. The role involves troubleshooting technical issues, managing a ticketing system, and coordinating with remote support teams to ensure consistent service delivery.

Information TechnologyProfessional ServicesTelecommunications

Responsibilities

Serve 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

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

Qualification

Microsoft Teams RoomsConnectWiseIT CertificationsInventory ManagementLevel 2 Issue ResolutionCustomer Service SkillsMulti-tasking AbilityInterpersonal SkillsOrganizational SkillsSelf-motivated

Required

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