Desktop Technician

Pomeroy; Cockeysville (MD); On-site; USD 52,000 - 76,000; Full time

Job summary

Pomeroy in the United States is seeking an on-site field support specialist to install, service, and repair systems and equipment for our customers. You will answer questions, resolve issues, and refer more complex items to appropriate personnel for follow-up.

In this role you will assist in operation and maintenance training, collaborate with client engineers, and translate design concepts into test plans to verify program logic and performance.

Qualifications

• Must have basic field support experience and the ability to work with customer technology.
• Familiarity with hardware, software and equipment products used by the company.
• Ability to analyze problems and create effective solutions.
• Experience with engineering principles and test planning is a plus.

Responsibilities

• Provide on-site field support including installation, servicing and repair of systems and equipment.
• Answer customer questions and resolve issues; escalate when needed.
• Instruct customers in operation and maintenance of systems/equipment.
• Coordinate with engineers and managers for follow-up on projects and testing.
• Prepare analyses and reports on system problem trends and issues.
• Translate engineering design into test plans and verify logic of new programs.

Skills

Interpersonal skills

Analytical thinking

Time management

Problem solving

Customer service

Testing and troubleshooting

Education

High school diploma or GED

Tools

Hardware knowledge

Software knowledge

Operating systems

Programming basics

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
• Time management and organizational skills
• Ability to resolve non-complex hardware and equipment problems