Dedicated IT - Escalation Technician Orleans

Job Title
:
Dedicated IT Technician Level 2

Final date to receive applications
: 3 April 2026

Department
:
Service Desk

Location
:
Louisiana

Compensation
: $55,000 - $67,000 per year

The Dedicated IT Technician serves in a general site management capacity, providing 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 delivery in alignment with company standards.

This position requires a regular presence at client sites. The technician acts as the primary point of contact for all IT‑related matters, manages a ticketing board in Connect Wise, and partners with In‑Telecom Remote Support for escalations. The role is salaried, Monday through Friday, with availability required during nights and weekends for business‑impacting issues.

• Serve as the first point of contact for resolving technical issues.
• Be familiar with Microsoft Teams Rooms and manage inventory.
• Partner with In‑Telecom remote escalation personnel for unresolved issues.
• Understand overall service and support objectives.
• Drive problem investigation and resolution as required.
• Design and maintain process documentation for the team.

• Level 2 Issue Resolution
  • Troubleshoot workstations, printers, and network issues
  • Reset passwords and unlock accounts
  • Resolve software errors and application malfunctions
  • Run hardware diagnostics and replace faulty components
• New User Setup
  • Provision computers, accounts, and software
  • Join machines to domain and configure user profiles
  • Set up email, access rights, and security groups
• Hardware & Software Installation
  • 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)
• Patch Management
  • Verify automated patching is running
  • Manually install updates if needed
  • Report on patch status to headquarters
• Inventory Management
  • Track and tag assets (laptops, desktops, switches, etc.)
  • Maintain inventory logs
  • Report missing or damaged equipment

• Ticket Management
  • Monitor and update tickets in Connect Wise or other PSA systems
  • Document resolutions, time spent, and follow‑ups
  • Escalate complex issues to L3 or remote support
• Vendor Coordination
  • Liaise with ISPs, copier/printer vendors, or software support teams
  • Coordinate warranty claims or repairs
• Network Room / Closet Upkeep
  • Label and manage cabling
  • Maintain basic switch and patch panel hygiene
  • Replace faulty network equipment under direction

• Desk‑Side Support
  • Visit users’ desks to troubleshoot in person
  • Offer guidance on basic IT practices
• Assist During Onboarding/Offboarding
  • 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 Connect Wise by completing assigned training materials and blueprints on the Connect Wise University.
• Enter all work as activities, service tickets, or project tickets in Connect Wise.
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.

• Professional IT Certifications (e.g., MCP, MCSA, MCSE, Citrix CCEA/CCIA, Sonic Wall CSSA, Connect Wise CCPA, Lab Tech LTCP, Cisco CCNA, VMware VCP)
• Knowledge and experience in cross‑functional management methods and techniques.
• Know…