Dedicated Onsite IT Technician - Stone Mountain, GA

Key Responsibilities

• Serve as the first point of contact for resolving technical issues.
• 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 Tasks

• 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.
• Report on missing or damaged equipment; Process and Coordination Ticket Management: 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.
• 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.
• User Support & Training: Desk-Side Support; visit users’ desks to troubleshoot in person; offer guidance on basic IT practices; assist during onboarding/offboarding; ensure access is granted or revoked on time.

Additional 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: keep them informed of progress, notify them of impending changes, agreed outages, etc.
• 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.
• Emergency Support: Respond promptly and professionally to after-hours emergency calls and requests as needed, demonstrating a commitment to excellence in service.

Skills, Knowledge & Expertise

• Professional IT Certifications, such as: CompTIA, CompTIA A+, CompTIA Network+, Microsoft related certifications.
• Knowledge of IT applications, processes, software, and equipment.
• Strong organizational, presentation, and customer service skills.
• Interpersonal skills: such as 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.
• Self-motivated with the ability to work in a fast-moving environment.

Qualifications

• Recommendations: BA/BS, preferably in computer science, business administration or a related field.
• MBA/MS preferred but not required.
• 4+ years of IT experience.

Job Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• 401k