Desktop Technician

Pomeroy; Carlisle (Cumberland County); On-site; USD 50,000 - 75,000; Full time

Job summary

Pomeroy in Carlisle, PA is seeking an on-site IT support specialist to install, service, and repair systems for corporate end users. You will handle desktop, laptop, and mobile device incidents, and ensure equipment is configured for productive use.

Responsibilities include hardware and software troubleshooting (Windows 10/11, Office 365), imaging and reimaging PCs, resolving LAN/WAN/VPN issues, and documenting resolutions in English in our incident systems. English communication is mandatory.

Qualifications

• Experience providing on-site IT support to end users.
• Strong verbal and written English communication.
• Familiar with Windows 10/11, Office 365, Outlook.
• Knowledge of LAN/WAN basics and VPN.

Responsibilities

• Provide on-site field IT support including installation, servicing and repair.
• Troubleshoot hardware issues on desktops, laptops, and mobile devices.
• Troubleshoot software issues related to Windows 10/11 and Office 365 applications.
• Build and reimage corporate PCs, including upgrades as needed.
• Troubleshoot LAN/WAN issues and VPN connectivity.
• Perform IMACD activities within SLAs.
• Document solutions and incident resolution notes in English in assigned reporting systems

Skills

Hardware troubleshooting

Software troubleshooting

Windows 10/11

Office 365 & Outlook

Customer service communication

Networking basics

Job description

• Provide on-site field support to customers including installation, servicing and repairing systems and equipment.
• Troubleshoot known and unknown hardware issues related to corporate-issued or provided desktop, laptops, mobile devices (phone & tablets), peripherals, and associated accessories.
• Troubleshoot known and unknown software issues related to Windows 10/11, Microsoft Office 365, Outlook, Skype for Business, OneDrive and other corporate deployed desktop applications.
• Build and reimage a corporate-issued PC including performing any necessary upgrades required to solve the end-user productivity issue. Hardware replacement will occur after diagnostics are run to confirm HW repair, replacement, or upgrade.
• Troubleshooting of LAN/WAN issues impacting employee productivity in their computers. This will involve a demonstrated understanding of networking basics, TCP/IP, VPN, secure access methodologies, and wireless technologies.
• Perform IMACD activities within SLA's - PC and peripheral add move change
• Provide excellent verbal and written communication to end-users regarding their productivity issues. This communication also needs to be provided to IT and in English (Mandatory). Local language verbal and written skills will be considered a secondary requirement if required due to corporate policy. Must demonstrate the ability to interact with end-users of all levels using a variety of active listening and empathetic listening skills. Proven ability to communicate highly technical information to both technical and non-technical end-users both verbally as well as written.
• Documents solutions and incident resolution case notes in English in assigned reporting systems