Desktop Support Technician

Pomeroy; Tampa (FL); On-site; USD 33,000 - 47,000; Full time

Job summary

Pomeroy in Tampa, FL is seeking an experienced Desktop Support Technician / L2 Deskside Support Technician to provide hands-on IT support in a corporate office environment. The role focuses on delivering high-touch, white-glove support to executives and VIP users while ensuring timely resolution of issues.

The candidate will handle Level 2 desktop support, hardware/software troubleshooting, and mobile device support, using ServiceNow to manage incidents and maintain documentation.

Qualifications

• Proven experience in Level 2 Desktop Support, Deskside Support, or Enterprise IT Support.
• Strong troubleshooting across Windows OS, hardware, software, and peripherals.
• VIP, executive, or white‑glove IT support experience.
• Experience with ServiceNow or other ITSM ticketing platforms.

Responsibilities

• Provide Level 2 desktop and deskside support to corporate employees, executives, and VIP users.
• Troubleshoot and resolve hardware, software, Windows OS, and peripheral issues.
• Install, configure, and maintain computers, laptops, mobile devices, and related IT equipment.
• Manage incidents and service requests through ServiceNow with accurate ticket updates.

Skills

VIP support

ServiceNow

Windows OS

Desktops/Laptops

Tools

ServiceNow

Job description

Pay: Up to $29.00/hr (DOE)

Contract: 12+ Months

Location: Tampa, FL – 100% Onsite, Monday–Friday

Benefits/PTO: Not included

Dress Code: Business Casual (Jeans Permitted)

3rd party resumes will not be considered. Local candidates only. W2 only

Position Overview

We are seeking an experienced Desktop Support Technician / L2 Deskside Support Technician to provide hands‑on IT support within a corporate office environment in Tampa, FL. This role is ideal for a customer‑focused IT professional with strong technical troubleshooting skills and experience delivering high‑touch, white‑glove support to corporate employees, executives, and VIP users.

The technician will provide Level 2 desktop support, troubleshoot hardware and software issues, support mobile devices, and manage incidents through ServiceNow. The ideal candidate is professional, self‑motivated, and comfortable working independently in a fast‑paced enterprise environment.

Key Responsibilities

• Provide Level 2 desktop and deskside support to corporate employees, executives, and VIP users.
• Deliver professional, white‑glove IT support with a strong focus on customer satisfaction and user experience.
• Troubleshoot and resolve hardware, software, Windows OS, laptop, desktop, and peripheral issues.
• Install, configure, and maintain computers, laptops, mobile devices, and related IT equipment.
• Provide support for Apple iPhones, iPads, and macOS devices.
• Manage incidents and service requests through ServiceNow, maintaining accurate documentation and ticket updates.
• Take ownership of support tickets, prioritize issues, meet SLAs, and coordinate escalations through resolution.
• Perform workstation setups, equipment installations, office relocations, and new‑hire technology onboarding.
• Collaborate with other IT teams to resolve complex technical issues.
• Maintain technical documentation, troubleshooting procedures, and knowledge base articles.

Required Qualifications

• Proven experience in Level 2 Desktop Support, Deskside Support, or Enterprise IT Support.
• Strong troubleshooting skills across desktop/laptop hardware, Windows operating systems, software applications, and peripherals.
• Previous experience providing VIP, executive, or white‑glove IT support.
• Hands‑on experience supporting Apple mobile devices, including iPhones and iPads.
• Experience with ServiceNow or another ITSM ticketing platform.
• Understanding of incident management, ticket prioritization, SLA requirements, and escalation procedures.
• Excellent customer service, communication, and interpersonal skills.
• Ability to manage multiple priorities and work independently in a corporate environment.
• Professional demeanor and ability to communicate effectively with users at all technical levels.

Preferred Qualifications

• ITIL Foundation certification or knowledge of ITIL best practices.
• Microsoft technical certifications.
• Experience supporting Apple macOS environments.
• Previous experience supporting executives and senior leadership in a corporate headquarters environment.

Additional Requirements

• Must be able to work onsite five days per week in Tampa, FL.
• Must maintain a professional, customer‑focused presence.
• Ability to work under pressure while managing competing support priorities.