Deskside Technician

Pomeroy; Boston, Northern (MA, KY); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Pomeroy in Boston, MA is seeking a Level 2 Deskside Technician to provide advanced end-user support for hardware, software, and peripherals. You will diagnose complex issues, support IT projects, and contribute to knowledge base documentation.

Strong customer service, problem-solving, and communication skills are essential in a fast-paced corporate environment. Ideal candidates have 3–5 years of IT support experience, an Associate degree, and relevant certifications; proficiency across Windows

Qualifications

• 3–5 years of IT support, helpdesk, or deskside technician experience.
• Proficiency in Windows and macOS troubleshooting and support.
• Strong knowledge of Active Directory, group policies, and remote support tools.
• Excellent verbal and written communication and customer service.
• Ability to work in a fast-paced environment and manage multiple tickets.
• Education: Associate degree preferred; relevant certifications advantageous.

Responsibilities

• Provide second-level technical support for complex hardware, software, and peripherals.
• Diagnose and troubleshoot advanced hardware, software, network, and system issues.
• Assist with installation, configuration, and maintenance of desktops, laptops, printers, and other IT equipment.
• Provide in-depth guidance and assistance to end-users on IT-related issues, including software usage and security protocols.
• Maintain records of IT assets, including hardware inventory and licenses.
• Create and maintain IT support documents and knowledge base articles.
• Escalate unresolved issues to higher-level support teams or vendors.
• Perform software updates, backups, and hardware inspections.
• Work with IT teams and stakeholders to address issues.
• Deliver exceptional service with professional demeanor.
• Assist with IT projects and upgrades.

Skills

Windows troubleshooting

macOS support

Active Directory

Group Policy

Remote support tools

Customer service

Education

Associate degree in Information Technology or related field

CompTIA A+ (preferred)

Microsoft Certified Professional (advantageous)

CompTIA Network+ (advantageous)

Tools

Printers

Peripheral devices

Networking basics

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.

IT