Deskside Support Technician

Pomeroy; Los Angeles (CA); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Pomeroy in Los Angeles seeks an IT Support Specialist to deliver phone and in-person assistance for Win11, Office 365, desktops, laptops and mobile devices. You will be the first contact for IT requests and will resolve or escalate issues in a hybrid work setting.

The role includes troubleshooting hardware, software, and peripherals, documenting requests in ServiceNow, managing MDM deployments, supporting AV for meetings, and assisting with imaging, provisioning and asset management.

Qualifications

• 2 year AA/AAS degree or equivalent.
• 2-4 years of experience in IT supporting clients on-site/remote in an enterprise corporate environment.
• Proficiency in troubleshooting laptops, desktops, network printers, and other peripherals.
• Strong knowledge of Microsoft O365 applications and client-specific software.
• Familiarity with Active Directory, PXE imaging, Workstation Windows11.
• Experience with remote desktop connectivity tools such as Microsoft SCCM, RDP, RDC, Tanium or other Remote Assistance utilities.
• Basic understanding of network protocols, including TCP/IP and wireless connections.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Strong analytical problem-solving skills and attention to detail.

Responsibilities

• Provide phone and in-person technical support for Win11, O365, desktops, laptops and mobile devices.
• Serve as the first point of contact for IT support requests, ensuring timely resolution or escalation.
• Troubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environment.
• Document support requests and resolutions using ServiceNow.
• Install, configure, and troubleshoot Microsoft Win11 systems, Samsung phones, Apple iPhones, iPads, Office 365 applications and client specific software.
• Manage mobile IT asset deployment and retrieval utilizing MDM software (AirWatch / Knox Portal).
• Experience provisioning OKTA MFA solutions.
• Participate in after-hours P1 and P2 support as needed.
• Provide Audio/Visual (A/V) support for meetings, conferences, and briefings.
• Assist with project deployments, imaging, configuring and provisioning IT assets and vendor management.
• Software distribution and installation.
• Maintain IT asset management, tracking, and inventory control.

Skills

Phone & in-person support

Office 365

Active Directory

Remote support

Networking basics

SCCM / RDP / Tanium

MDM management

PXE imaging

Education

AA/AS degree or equivalent

Tools

PXE imaging

AirWatch

Knox Portal

Tanium

SCCM

Job description

• Provide phone and in-person technical support for users, addressing issues related to Win11, O365 applications, desktops, laptops and Mobile devices.
• Serve as the first point of contact for IT support requests, ensuring timely resolution or escalation.
• Troubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environment.
• Cisco Network Infrastructure knowledge including routers, switches, IPS circuits, MDFs/IDFs.
• Experience with network monitoring tools such as Solarwinds.
• Experience supporting Office space, Sales, Delivery, Production and Warehouse WMS functions.
• Document support requests and resolutions using ServiceNow.
• Install, configure, and troubleshoot Microsoft Win11 systems, Samsung phones,
• Apple iphones, ipads, Office 365 applications and client specific software.
• Manage mobile IT asset deployment and retrieval utilizing Mobile Device Management (MDM) software (AirWatch / Knox Portal), including laptops / desktops during employee onboarding and offboarding.
• Experience with provisioning OKTA Multi-Factor Authentication (MFA) solutions.
• Participate in after-hours P1 and P2 support as needed.
• Provide Audio/Visual (A/V) support for meetings, conferences, and briefings.
• Assist with project deployments, imaging, configuring and provisioning IT assets and vendor management.
• Software distribution and installation.
• Maintain IT asset management, tracking, and inventory control.

Qualifications

• 2 year AA/AAS degree or equivalent.
• 2-4 years of experience in IT supporting clients on-site/remote in an enterprise corporate environment.
• Proficiency in troubleshooting laptops, desktops, network printers, and other peripherals.
• Strong knowledge of Microsoft O365 applications and client-specific software.
• Familiarity with Active Directory, PXE imaging, Workstation Windows11.
• Experience with remote desktop connectivity tools such as Microsoft SCCM, RDP, RDC, Tanium or other Remote Assistance utilities.
• Basic understanding of network protocols, including TCP/IP and wireless connections.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Strong analytical problem-solving skills and attention to detail.

Physical Requirements

• Must be able to lift up to 40lbs.
• Must be able to stand or walk for extended periods of time.
• Must be able to walk up and down stairs or ramps.
• Must be able to kneel and work under desks or in confined spaces.

Soft Skills

• Dependability and proactive work ethic.
• Ability to work with strong personalities and meet customer expectations.
• Coachable and responsive to feedback from leadership.