Deskside Support Technician

pomeroy; Michigan; On-site; USD 38,000 - 52,000; Full time

Job summary

Pomeroy is seeking a customer-focused IT Support Technician to serve as the first point of contact for on-site and remote technology issues. You will diagnose problems, perform Walk-Up support during business hours, document actions in ServiceNow, and coordinate with internal teams to restore service quickly while delivering exceptional customer service.

Strong communication, organizational skills, and the ability to learn client-specific applications are essential in this fast-paced

Qualifications

• Must be detail-oriented and able to manage multiple tasks to deadlines.
• Strong customer service skills with professional communication and empathy.
• Exceptional written and verbal communication skills (English).
• Ability to quickly learn and apply client-specific applications.

Responsibilities

• Provide Walk-Up support for end users during business hours.
• Troubleshoot Windows and Chrome-based devices and related issues.
• Document troubleshooting steps and resolutions in the ServiceNow system.
• Support audio/visual equipment for Google Meet and meeting devices.
• Imaging and basic setup on new devices for end users.
• PC refreshes, imaging, software installs, and configurations for seamless exchanges.
• Asset and inventory management for PCs and peripherals.
• Weekly data center checks for equipment and alarms; ensure uptime.
• Asset lifecycle management from intake to disposal.
• Support remote end users as needed and escalate unresolved issues.

Skills

Self-starter

Customer service

Written and verbal communication

Learn client applications

Organizational skills

ServiceNow knowledge

Windows environment

Team player

Tools

ServiceNow

Job description

Core Function:

This role will be expected to handle situations involving problem diagnosis and client relationship management. This role serves as the direct face-to-face contact for technology related issues and is expected to provide Walk-Up support with exceptional customer service skills. A key area of responsibility is resolving technology related problems in areas supported, including on-site and remote support.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Provide Walk-Up support for end users requiring immediate assistance during business hours.
• Troubleshoot any problems or issues that arise with Windows and Chrome based devices.
• Documenting any troubleshooting and corrective actions taken to resolve Windows desktop/laptop issues using the ServiceNow system.
• Provide support for audio/visual equipment (Google Meet and Chrome For Meeting devices)
• Perform imaging and basic setup on new devices for end users.
• Perform PC refreshes, including imaging a device, installing software and performing other configuration as necessary to provide a seamless PC exchange with the end user.
• Perform asset and inventory management on PCs and peripherals in the stockroom.
• Perform weekly data center checks that include verifying room cleanliness, network devices are operational, UPS devices are functioning, and no other alarms or alerts are taking place.
• Manage asset lifecycle, including asset intake, retirement and disposal.
• Support remote end users as needed.
• Escalate unresolved issues to management and various technical support teams.

Minimum Knowledge, Skills and Abilities required:

• Must be a self starter, detail-oriented, able to handle a variety of tasks in an efficient, accurate manner while working and delivering to deadlines.
• Demonstrate strong customer service skills by acting in a professional manner when interacting with end users.
• Must possess exceptional written and verbal communication skills (in English).
• Ability to quickly learn and acquire expertise in client's custom applications.
• Strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
• Knowledge of ServiceNow preferred -- experience with similar ticket-tracking/request system workflow tools considered.
• Prior experience in a Windows environment preferred
• 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.

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

• The ability to lift and move 35 pounds.

Mental Demands

While performing the duties of this position, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, clients and vendors. Must be able to maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature, but may require standing and walking for up to 10% or more of the time. Work is generally performed within an office environment, with standard office equipment available.

#LI-BB1

• Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.

• Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of 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 -- someone who is energized by helping people and making things happen.

• Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system 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.