Senior Deskside Support Technician

Tier4 Group; Pittsfield (MA); On-site; USD 52,000 - 76,000; Full time

Job summary

Tier4 Group is seeking a senior-level worksite technician for on-site support in Pittsfield, MA. The role covers endpoint devices, peripherals, and associated services, including hardware/software/network issues and A/V room support. US citizenship is required.

The candidate will manage user requests via ServiceNow, troubleshoot various equipment, and ensure timely resolution per SLAs while maintaining clear communication with customers and stakeholders.

Qualifications

• Associate degree or equivalent experience.
• At least one year of technical support experience.
• Ability to troubleshoot endpoint hardware, software, network, and peripherals.
• Experience with printers, plotters, scanners, and drives.
• Experience supporting conference room A/V equipment.
• Strong customer-service orientation and communication.

Responsibilities

• Provide senior-level support for endpoints and peripherals.
• Diagnose and resolve hardware, software, network, and peripheral issues.
• Manage user requests in ServiceNow per SLAs.
• Troubleshoot and maintain drives, printers, plotters, scanners.
• Install and configure computers, monitors, keyboards, printers, and network gear.
• Install OS and productivity software.
• Assist with internal systems installation and upgrades.
• Communicate clearly with users and stakeholders to resolve issues.

Skills

Endpoint support

Hardware troubleshooting

Software troubleshooting

Printer/plotter support

A/V room support

ServiceNow tickets

Customer service

On-site deployment

Communication skills

Education

Associate degree

Job description

Tier4 Group is looking for Senior-level worksite technician supporting endpoint computing devices and peripherals. Services shall include responding to user requests; diagnosing and resolving hardware, software, printer, network, conference room A/V and telecommunications issues; and communicating effectively with customers and technical stakeholders throughout issue resolution. This position is 100% onsite in Pittsfield, MA. Due to the nature of the job you must be a US CITIZEN.

• Provide senior-level technical support for endpoint computing devices and associated peripherals.
• Receive, diagnose, document, and resolve user-reported hardware, software, network, telecommunications, and peripheral issues.
• Manage user requests (tickets) in Service Now includes updating tickets and resolving tickets per approved SLAs.
• Troubleshoot, maintain, and monitor internal and external hard drives, printers, plotters, and scanners.
• Install, configure, test, and maintain computers, monitors, keyboards, printers, disk drives, network/telecommunications equipment, and related peripherals.
• Install, configure, and verify the proper operation of operating systems and standard productivity software, including word-processing and spreadsheet applications.
• Assist with the installation, implementation, configuration, and upgrade of internal systems.
• Validate successful deployments and upgrades and provide user support during transition activities.
• Communicate clearly with users and technical stakeholders, maintain a customer-focused approach, and collaborate with internal teams to resolve issues efficiently.

Must Have Skills:

• Associate degree or equivalent relevant experience.
• Minimum of one year of relevant technical support experience.
• Demonstrated ability to troubleshoot and resolve endpoint hardware, software, network, telecommunications, and peripheral issues.
• Experience supporting computers, monitors, keyboards, printers, plotters, scanners, and internal and external hard drives and other related peripheral equipment.
• Experience supporting conference room A/V equipment basic troubleshooting and meeting support.
• Ability to install, configure, test, and maintain hardware, peripherals, operating systems, and standard productivity software.
• Ability to assist with installation, implementation, and upgrade of internal systems.
• Strong customer-service orientation, communication skills, and ability to collaborate effectively with users and technical teams.