Desktop Support Technician

Pomeroy; Reston (VA); On-site; USD 48,000 - 64,000; Full time

Job summary

Pomeroy in Reston, VA seeks an Onsite IT Support Technician to provide hands-on support for end users, resolve hardware, software, and connectivity issues, and manage incidents via ServiceNow. The role covers desktop/laptop repairs, printer and peripheral support, and meeting-room AV setups.

You will work onsite in a fast-paced, customer-focused environment. Ideal candidates have 2–3 years of local onsite IT experience, strong English communication, and proficiency with Windows, macOS, Office

Qualifications

• 2–3 years of onsite IT support experience within the local country.
• Strong verbal and written communication skills in English and the applicable local language.
• Strong interpersonal, customer-service, and problem-solving skills.
• Working knowledge of ServiceNow or a comparable IT service-management platform.
• Experience supporting Windows, macOS, Microsoft Office 365, mobile devices, printers, peripherals, and basic network infrastructure.
• Ability to perform basic hardware repairs, installations, and equipment replacements.
• Ability to work onsite and provide professional support in both scheduled and walk-in environments.

Responsibilities

• Provide onsite and walk-in technical support for end-user hardware, software, and connectivity issues.
• Create, update, manage, and resolve incidents and service requests in ServiceNow.
• Troubleshoot Microsoft Windows and Apple operating systems.
• Provide how-to assistance for company-issued IT devices and software.
• Support standard and non-standard hardware, including desktops, laptops, monitors, label printers, and other peripherals.
• Perform basic desktop and laptop hardware repairs and upgrades, including keyboard, SSD and hard-drive replacements.
• Troubleshoot standard and non-standard software issues.
• Support Microsoft Office 365 applications.
• Install and deploy approved software.
• Provide Smart Hands support for printers, scanners, servers and storage equipment.
• Support smartphones and portable devices, including SIM handling and provisioning.
• Provide meeting-room support for audio and video conferencing equipment.
• Assist with network cabling, port patching, Wi-Fi connectivity, and replacement of routers/hubs/switches.
• Support LAN closets, MDFs and IDFs.
• Maintain IT documentation and asset records.

Skills

Onsite IT support

Customer service

Communication skills

Problem solving

English language

Tools

ServiceNow

Job description

The Onsite IT Support Technician provides hands-on technical support to end users and supports the IT Link Walk-In Center. This position is responsible for resolving hardware, software, mobile device, network connectivity, and peripheral-related issues while delivering a professional and customer-focused support experience.

Key Responsibilities

• Provide onsite and walk-in technical support for end-user hardware, software, and connectivity issues.
• Create, update, manage, and resolve incidents and service requests in ServiceNow.
• Troubleshoot Microsoft Windows and Apple operating systems.
• Provide how-to assistance for company-issued IT devices and software.
• Support standard and non-standard hardware, including desktops, laptops, monitors, label printers, and other peripherals.
• Perform basic desktop and laptop hardware repairs and upgrades, including:
  • Keyboard replacements
  • SSD and hard-drive replacements
• Troubleshoot standard and non-standard software issues.
• Support Microsoft Office 365 applications.
• Install and deploy approved software.
• Provide Smart Hands support for technical teams, including:
  • Multifunction, standalone, and network printers and scanners
  • Toner and consumable replacements
  • Servers and storage equipment
• Support smartphones and portable devices, including SIM card handling and device provisioning.
• Provide meeting-room support for audio and video conferencing equipment.
• Assist with network cabling, port patching, Wi-Fi connectivity, and the replacement of routers, hubs, and switches.
• Support LAN closets, Main Distribution Frames (MDFs), and Intermediate Distribution Frames (IDFs).
• Maintain IT documentation, including asset records, knowledge articles, and site operations manuals.
• Manage onsite IT inventory and track incoming and outgoing equipment.

Required Qualifications

• 2-3 years of relevant onsite IT support experience within the local country.
• Strong verbal and written communication skills in English and the applicable local language.
• Strong interpersonal, customer-service, and problem-solving skills.
• Working knowledge of ServiceNow or a comparable IT service-management platform.
• Experience supporting Windows, macOS, Microsoft Office 365, mobile devices, printers, peripherals, and basic network infrastructure.
• Ability to perform basic hardware repairs, installations, and equipment replacements.
• Ability to work onsite and provide professional support in both scheduled and walk-in environments.