Desktop Technician

Pomeroy; Cockeysville (MD); On-site; USD 48,000 - 68,000; Full time

Job summary

Pomeroy is seeking an on-site field service professional to support customers with installation, servicing and repair of systems and equipment. The role involves answering questions, troubleshooting, and coordinating with project staff to ensure smooth delivery.

The candidate should have strong communication skills, problem solving ability, and willingness to travel to client sites. Prior experience with hardware, software, and related equipment is required to support customers effectively.

Qualifications

• Two or more years of field support experience.
• Experience with the company's hardware, software and equipment products.
• Experience with customer technology and support requirements.
• Experience with process and system design concepts.
• Experience with engineering principles and practices.

Responsibilities

• Provides on-site field support to customers including installation, and servicing and repairing of systems and equipment.
• Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/service area/manager for follow up, testing and troubleshooting.
• Assists in instructing customers in the operation and maintenance of systems/equipment.
• Acts as a liaison with customers on administrative and technical matters for assigned projects.
• Performs analyses and prepares reports on system problem trends and issues.
• Assists in applying engineering principles and practices as they relate to system design, process flow and/or discrete modeling.
• Interacts with the client's engineers, as necessary, to gather information, design changes, requirements, etc. to compile information for the overall solution design.
• Assists in translating the engineering design into software design and development of test plans to verify logic of new or modified technical programs.
• Performs testing of the final product and works with the client's engineers to assure that the product performs as planned.
• Assists in the design of basic technical programs for projects or enhancements to existing programs.

Skills

Field support

Customer interaction

Troubleshooting

Travel willingness

Engineering principles

Education

High school diploma or GED

Job description

Job Description

Provides on-site field support to customers including installation, and servicing and repairing of systems and equipment.

• Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/service area/manager for follow up, testing and troubleshooting.
• Assists in instructing customers in the operation and maintenance of systems/equipment.
• Acts as a liaison with customers on administrative and technical matters for assigned projects.
• Performs analyses and prepares reports on system problem trends and issues.
• Assists in applying engineering principles and practices as they relate to system design, process flow and/or discrete modeling.
• Interacts with the client's engineers, as necessary, to gather information, design changes, requirements, etc. to compile information for the overall solution design.
• Assists in translating the engineering design into software design and development of test plans to verify logic of new or modified technical programs.
• Performs testing of the final product and works with the client's engineers to assure that the product performs as planned.
• Assists in the design of basic technical programs for projects or enhancements to existing programs.

Basic Qualifications

• High school diploma or G.E.D.
• Two or more years of field support experience
• Experience working with the company's hardware, software and equipment products
• Experience working with customer technology and support requirements
• Experience working with process and/or system design concepts
• Experience working with appropriate programming languages, operating systems and software
• Experience working with engineering principles and practices

Other Qualifications

• Interpersonal skills to work with customers and other unit personnel
• Analytical and problem solving skills
• Communication skills
• Time management and organizational skills
• Ability to resolve non-complex hardware and equipment problems
• Willingness to travel

Work Environment

• Office environment