IT Support Technician

Pomeroy; Indianapolis (IN); On-site; USD 42,000 - 68,000; Full time

Job summary

Pomeroy is seeking an IT Field Technician to provide hands-on, onsite technical support for end users in an on-site environment in Indianapolis. You will troubleshoot desktops, laptops, mobile devices, printers, and network issues while delivering exceptional customer service.

The ideal candidate has 2-3 years of hands-on IT support, strong Windows/macOS knowledge, and experience with Microsoft 365. ServiceNow familiarity is a plus, and you will manage incidents and IT assets in a fast-paced

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 ITSM platform.
• Experience supporting desktop and laptop hardware, printers, and peripherals.
• Basic networking and connectivity issues.
• 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.

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 (RAM, keyboard, SSD).
• 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 cabling, port patching, router/switch replacements, and MDF/IDF support.
• Provide Smart Hands support for 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.

Skills

Windows troubleshooting

macOS troubleshooting

Microsoft 365

ITSM ServiceNow

Desktop hardware

Printers & peripherals

Networking basics

Customer service

Communication

Incident management

Tools

ServiceNow

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.