Desktop Technician

Pomeroy; Greenville (SC); On-site; USD 48,000 - 62,000; Full time

Job summary

Pomeroy is seeking an on-site IT support specialist in Greenville, SC to assist end-users with hardware and software issues. You will troubleshoot Windows devices, Office 365 applications, and network connectivity, and perform PC builds/reimages with upgrades as needed.

Strong communication in English is mandatory, with local language skills a plus. You will document resolutions in incident systems and collaborate with IT teams to resolve varied technical problems.

Qualifications

• Proven ability to provide on-site IT support to end-users.
• Strong verbal and written communication in English required.
• Experience supporting Windows 10/11 and Microsoft Office 365 preferred.
• Basic networking knowledge: TCP/IP, VPN, and wireless.
• Capable of documenting resolutions in ticketing systems.

Responsibilities

• Provide on-site field support for installation, servicing, and repair of systems.
• Troubleshoot hardware issues on desktops, laptops, mobile devices, and peripherals.
• Troubleshoot software issues including Office 365 apps and Outlook.
• Build/reimage corporate PCs and perform upgrades as needed.
• Diagnose LAN/WAN issues affecting user productivity.
• Log incident notes clearly in English in reporting systems.

Skills

Customer service

Technical troubleshooting

Windows OS

Networking basics

VPN

Tools

IT ticketing system

Remote desktop

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