Deskside Support Engineer

pomeroy; California (MO); On-site; USD 42,000 - 64,000; Full time

Job summary

Pomeroy in the United States seeks a disciplined IT Support Specialist to diagnose problems and manage client relationships, serving as a bridge between support areas and technology to ensure quick resolutions.

The role focuses on troubleshooting Windows and macOS desktops, responding to ITSS alerts, supporting Mac OS X Server, and documenting steps in the Help Desk system while helping with antivirus updates and remote laptop cleanups.

Qualifications

• Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
• Demonstrate strong customer service skills and the ability to communicate professionally with urgency and empathy to the affected user.
• Must possess exceptional written and verbal communication skills (in English).
• Ability to quickly learn and acquire expertise in client's custom applications.
• Self-starter, strong organizational skills and ability to prioritize workload.
• Knowledge of CA USD preferred -- experience with ticket-tracking workflow tool considered.
• Excellent understanding of technology and the role of the 'client' in relation to the larger IT infrastructure.
• Team player who is invested in and strives to maximize team/department performance.

Responsibilities

• Troubleshoot Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop excluding security patches/updates.
• Respond to alert notification or escalation of an issue from members of the ITSS team, determining the probable cause and taking appropriate intervention actions.
• Support the Mac operating system and various Apple tools and applications.
• Provide operating system updates for Macintosh desktops/laptops.
• Document any troubleshooting and corrective actions taken to resolve Windows and Macintosh desktop/laptop issues in the Help Desk system.
• Load, configure, and update antivirus and virus scan software on desktop/laptop as required.
• Assist with creation of a knowledge base of problem remediation.
• Assist in the creation of IT customer support notices and alerts, both verbal and written, on an as needed basis.

Skills

Detail-oriented

Customer service

English communication

Problem diagnosis

Time management

Tech troubleshooting

Tools

Ticketing systems

Job description

Pomeroy in the United States seeks a disciplined IT Support Specialist to diagnose problems and manage client relationships, serving as a bridge between support areas and technology to ensure quick resolutions.

The role focuses on troubleshooting Windows and macOS desktops, responding to ITSS alerts, supporting Mac OS X Server, and documenting steps in the Help Desk system while helping with antivirus updates and remote laptop cleanups.