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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