Deskside Support Technician

Pomeroy-Reyes Field IT Analyst Job Description 

 

Responsibilities: 

• Provide phone and in-person technical support for users, addressing issues related to Win11, O365 applications, desktops, laptops and Mobile devices. 

• Serve as the first point of contact for IT support requests, ensuring timely resolution or escalation. 

• Troubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environment. 

• Cisco Network Infrastructure knowledge including routers, switches, IPS circuits, MDFs/IDFs. 

• Experience with network monitoring tools such as Solarwinds. 

• Experience supporting Office space, Sales, Delivery, Production and Warehouse WMS functions. 

• Document support requests and resolutions using ServiceNow. 

• Install, configure, and troubleshoot Microsoft Win11 systems, Samsung phones,  
  Apple iphones, ipads, Office 365 applications and client specific software. 

• Manage mobile IT asset deployment and retrieval utilizing Mobile Device Management (MDM) software (AirWatch / Knox Portal), including laptops / desktops during employee onboarding and offboarding. 

• Experience with provisioning OKTA Multi-Factor Authentication (MFA) solutions. 

• Participate in after-hours P1 and P2 support as needed. 

• Provide Audio/Visual (A/V) support for meetings, conferences, and briefings. 

• Assist with project deployments, imaging, configuring and provisioning IT assets and vendor management. 

• Software distribution and installation. 

• Maintain IT asset management, tracking, and inventory control. 

 

Qualifications: 

• US citizen or Lawful Permanent Resident. 

• 2 year AA/AAS degree or equivalent. 

• 2-4 years of experience in IT supporting clients on-site/remote in an enterprise corporate environment. 

• Proficiency in troubleshooting laptops, desktops, network printers, and other peripherals. 

• Strong knowledge of Microsoft O365 applications and client-specific software. 

• Familiarity with Active Directory, PXE imaging, Workstation Windows11. 

• Experience with remote desktop connectivity tools such as Microsoft SCCM, RDP, RDC, Tanium or other Remote Assistance utilities. 

• Basic understanding of network protocols, including TCP/IP and wireless connections. 

• Audio/Visual (A/V) support experience a plus. 

• Excellent communication skills, both written and verbal. 

• Ability to work independently and as part of a team. 

• Strong analytical problem-solving skills and attention to detail. 

 

Physical Requirements: 

• Must be able to lift up to 40lbs. 

• Must be able to stand or walk for extended periods of time. 

• Must be able to walk up and down stairs or ramps. 

• Must be able to kneel and work under desks or in confined spaces. 

 

Soft Skills: 

• Dependability and proactive work ethic. 

• Ability to work with strong personalities and meet customer expectations. 

• Coachable and responsive to feedback from leadership. 

Team player with a positive attitude 

 

 

 

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