Hybrid IT Technician (Kilgore, TX

Hybrid It Technician (Kilgore, Tx)

The Hybrid IT Technician provides a combination of onsite and remote technical support across multiple client environments, delivering exceptional service and technical expertise to end users and client stakeholders. This role is responsible for supporting the Kilgore client location through scheduled onsite visits, while also providing remote and occasional onsite assistance to other MSP clients. This position works closely with internal support teams to resolve technical issues, maintain system reliability, and ensure consistent service delivery aligned with company standards and client expectations.

This position follows a hybrid work schedule and requires regular onsite presence at the client location in Kilgore, TX. The technician will provide onsite support at the Kilgore site two (2) days per week and work remotely three (3) days per week while continuing to support other client environments and end users. The technician will act as the primary point of contact for all IT-related matters at the Kilgore location during scheduled onsite days, managing a ticketing board in Connect Wise and partnering with In-Telecom Remote Support for escalations.

While serving as a key resource for the Kilgore client, this role is also expected to provide support across In-Telecom's broader client base as assigned. This is a salaried position working Monday through Friday.

• 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.

• 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 the domain and 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 and software.
• Report missing or damaged equipment.

• 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.

• Liaise with ISPs, copier/printer vendors, and 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 issues in person.
• Provide 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.
• Maintain an effective balance between Kilgore onsite responsibilities and support activities for other client environments to ensure timely service delivery across all assigned accounts.

• 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, impending changes, agreed outages, etc.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards and…