IT Support Technician

Pomeroy; Indianapolis (IN); On-site; USD 52,000 - 68,000; Full time

Job summary

Pomeroy is seeking an IT Field Technician to deliver hands-on onsite support for end users, troubleshooting desktops, laptops, mobile devices, printers, and network issues in a fast-paced onsite environment.

You’ll work directly with users, configure Windows and macOS, support Microsoft 365, and document incidents in an ITSM platform such as ServiceNow. A proactive problem-solver with outstanding customer service skills is essential to keep users productive and ensure smooth IT operations.

Qualifications

• 2–3 years of hands-on IT or desktop support experience.
• Experience troubleshooting Windows and macOS.
• Experience supporting Microsoft 365 applications.
• Familiarity with ITSM platforms such as ServiceNow.
• Experience with desktop/laptop hardware, printers, and basic networking.

Responsibilities

• Provide onsite technical support for desktops, laptops, mobile devices, printers, peripherals, and related IT equipment.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Create, update, and manage incidents and service requests using an IT Service Management platform such as ServiceNow.
• Install, configure, and support Microsoft Windows and macOS operating systems.
• Provide end-user support for Microsoft 365 applications and other approved software.
• Perform software installations, upgrades, and deployments.
• Perform basic hardware repairs and upgrades, including memory, keyboard, and storage replacements.
• Support desktop, laptop, monitor, printer, scanner, and peripheral installations and troubleshooting.
• Provide mobile device support, including provisioning and SIM card management.
• Assist with conference room technology, including audio and video conferencing equipment.
• Perform basic network support, including network cabling, port patching, router/switch/hub replacements, and MDF/IDF areas.
• Provide Smart Hands support for infrastructure teams, including servers and storage.
• Maintain accurate IT asset inventory, documentation, and knowledge base articles.

Skills

Customer service

Troubleshooting

Communication

Onsite support

Multitasking

Tools

ServiceNow

Microsoft 365

Job description

We are seeking a customer-focused IT Field Technician to provide hands-on technical support for end users in an onsite environment. In this role, you will troubleshoot hardware, software, mobile device, and network-related issues while delivering exceptional customer service through both scheduled support and walk-in assistance.

This is an excellent opportunity for an IT professional who enjoys working directly with users, solving technical problems, and supporting a wide range of desktop technologies.

Key Responsibilities

• Provide onsite technical support for desktops, laptops, mobile devices, printers, peripherals, and related IT equipment.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Create, update, and manage incidents and service requests using an IT Service Management (ITSM) platform such as ServiceNow.
• Install, configure, and support Microsoft Windows and macOS operating systems.
• Provide end-user support for Microsoft 365 applications and other approved software.
• Perform software installations, upgrades, and deployments.
• Perform basic hardware repairs and upgrades, including:
  • Memory (RAM) upgrades
  • Keyboard replacements
  • SSD and hard drive replacements
• Support desktop, laptop, monitor, printer, scanner, and peripheral installations and troubleshooting.
• Provide mobile device support, including provisioning and SIM card management.
• Assist with conference room technology, including audio and video conferencing equipment.
• Perform basic network support, including:
  • Network cabling
  • Port patching
  • Router, switch, and hub replacements
  • Support network infrastructure areas such as MDFs and IDFs.
• Provide Smart Hands support for infrastructure teams, including servers, storage equipment, and enterprise printing devices.
• Maintain accurate IT asset inventory, documentation, and knowledge base articles.
• Track incoming and outgoing equipment and maintain onsite inventory.

Required Qualifications

• 2–3 years of hands‑on IT support or desktop support experience.
• Experience troubleshooting Windows and macOS operating systems.
• Experience supporting Microsoft 365 applications.
• Familiarity with ServiceNow or another IT Service Management (ITSM) platform.
• Experience supporting:
  • Desktop and laptop hardware
  • Printers and peripherals
  • Basic networking and connectivity issues
• Experience performing basic computer hardware repairs and component replacements.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Ability to work in a fast‑paced onsite support environment while managing multiple priorities.

Preferred Skills

• Experience supporting enterprise IT environments.
• Knowledge of network infrastructure, Wi‑Fi connectivity, and structured cabling.
• Experience with conference room and collaboration technologies.
• Familiarity with IT asset management and inventory tracking.

What We’re Looking For

We're looking for someone who enjoys working directly with users and takes pride in delivering outstanding technical support. The ideal candidate is a proactive problem solver with strong troubleshooting skills, a customer‑first mindset, and the ability to resolve a wide variety of desktop and endpoint technology issues in an onsite environment.

If you're passionate about technology and enjoy helping people stay productive, we'd love to hear from you.