Dedicated IT Technician

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.

Department: Service Desk

Location: Idaho

Compensation: $58,000 - $67,000 / year

This position requires a regular presence at client sites:

• JTS – Nampa, Caldwell,

The technician will act as the primary point of contact for all IT-related matters at these locations, managing a ticketing board in Connect Wise 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.

• 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.

• 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, 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 of hardware/software
  • 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
  • Offering 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, such as:
  Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Sonic Wall CSSA, Connect Wise CCPA, Lab Tech LTCP, Cisco CCNA, or VMware VCP.
• Knowledge and experience…