Deskside Technician

Pomeroy; Boston (MA); On-site; USD 65,000 - 85,000; Full time

Job summary

Pomeroy is seeking a Level 2 Deskside Technician to join our IT Support Services team. You will provide advanced technical support to end users, resolve complex hardware and software issues, and assist with IT projects and initiatives.

This role requires strong technical expertise, excellent problem-solving, and a commitment to delivering exceptional customer service. You will troubleshoot, maintain IT assets, document processes, and collaborate with IT colleagues to keep desktop and printer

Qualifications

• Associate degree preferred in IT or related field.
• 3-5 years IT support or deskside experience.
• Proficient in Windows and macOS troubleshooting.
• Knowledge of Active Directory and group policies.
• Strong communication and problem-solving skills.
• Customer-focused and able to handle inquiries professionally.

Responsibilities

• Provide second-level technical support for complex hardware, software, and peripheral issues.
• Diagnose and troubleshoot advanced hardware, software, network, and system issues.
• Assist with installation, configuration, and maintenance of desktops, laptops, printers.
• Offer in-depth user guidance on IT issues and security best practices.
• Maintain accurate IT asset records and inventory.
• Create and update documentation and knowledge base articles.
• Escalate unresolved issues and follow up to ensure resolution.
• Perform preventative maintenance: updates, backups, inspections.
• Collaborate with IT teams and stakeholders on projects.
• Deliver professional customer service and clear communication.
• Support IT projects including upgrades and migrations.

Skills

Windows troubleshooting

macOS troubleshooting

Active Directory

Remote support tools

Networking fundamentals

Printers & peripherals

Customer service

Documentation

Problem solving

Escalation management

Education

Associate degree in IT or CS

CompTIA A+

Microsoft Certified Professional

CompTIA Network+

Job description

We are seeking a skilled and experienced Level 2 Deskside Technician to join our IT Support Services team. The Level 2 Deskside Technician will provide advanced technical support to end-users, resolving complex hardware and software issues, and assisting with IT projects and initiatives. This role requires strong technical expertise, excellent problem-solving abilities, and a commitment to delivering exceptional customer service.

Key Responsibilities

• Advanced Technical Support: Provide second-level technical support to end-users for more complex hardware, software, and peripheral issues. Resolve escalated support tickets in a timely and efficient manner.
• Troubleshooting: Diagnose and troubleshoot advanced hardware, software, network, and system issues. Perform root cause analysis and implement long-term solutions to prevent recurrence.
• Installation and Configuration: Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and other IT equipment. Ensure devices are set up according to company standards and user requirements.
• User Assistance: Provide in-depth guidance and assistance to end-users on IT-related issues, including software usage, system navigation, and advanced troubleshooting steps. Educate users on best practices and security protocols.
• Asset Management: Maintain accurate records of IT assets, including hardware inventory, software licenses, and equipment assignments. Assist with asset tracking, deployment, and decommissioning.
• Documentation: Create and maintain documentation for IT support processes, procedures, and troubleshooting guides. Ensure knowledge base articles are up-to-date and accessible to users.
• Escalation: Escalate unresolved issues to higher-level support teams or vendors as necessary. Follow up on escalated tickets to ensure timely resolution.
• Preventative Maintenance: Perform routine maintenance tasks, such as software updates, system backups, and hardware inspections, to ensure the reliability and performance of IT equipment.
• Collaboration: Work closely with IT support teams, network administrators, and other stakeholders to address and resolve technical issues. Participate in team meetings and contribute to continuous improvement initiatives.
• Customer Service: Deliver exceptional customer service by maintaining a professional and friendly demeanor. Ensure user satisfaction through effective communication and prompt resolution of issues.
• Project Support: Assist with IT projects and initiatives, including hardware and software upgrades, system migrations, and new technology implementations.

Qualifications

• Education: Associate’s degree in Information Technology, Computer Science, or a related field is preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, CompTIA Network+) are advantageous.
• Experience: 3-5 years of experience in IT support, helpdesk, or deskside technician roles. Proven experience resolving complex technical issues and supporting advanced IT environments.
• Technical Skills: Proficiency in troubleshooting hardware and software issues on Windows and macOS platforms. Strong knowledge of networking principles, printers, and peripheral devices. Experience with Active Directory, group policies, and remote support tools.
• Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and concisely.
• Problem-solving: Strong analytical and problem-solving skills. Ability to diagnose issues, identify root causes, and implement effective solutions.
• Customer Focus: Commitment to delivering high-quality customer service. Ability to handle user inquiries and complaints with patience and professionalism.
• Organizational Skills: Strong organizational and time management skills. Ability to prioritize tasks and manage multiple support requests simultaneously.
• Adaptability: Ability to adapt to new technologies, processes, and procedures quickly. Willingness to continuously learn and improve technical skills.