Dedicated IT Technician (Wilkes-Barre, PA)

Final date to receive applications: 30 September 2026

Department: Service Desk

Location: Pennsylvania

Compensation: $57,000 - $67,000 / year

The Dedicated IT Technician serves in a general site management capacity, providing high-level technical assistance and client-facing support. This role is responsible for managing onsite IT functionality, coordinating with remote support teams, and ensuring consistent service delivery aligned with company standards.

This is a fully onsite position located in Wilkes-Barre, PA and requires onsite presence five (5) days per week, Monday through Friday. The technician will serve as the primary onsite IT resource, delivering hands‑on support to end users, maintaining local IT infrastructure, and partnering with In‑Telecom's remote support teams to resolve escalated issues.

• Wilkes-Barre, PA

The technician will act as the primary point of contact for all IT‑related matters at this location, 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.

• 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.
• Proactively monitor and maintain the overall health of the onsite IT environment.

• 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 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 through Connect Wise University.
• Enter all work as activities, service tickets, or project tickets in Connect Wise.
• Review IT publications and online materials…