What are the responsibilities and job description for the Desktop Support Specialist position at Pomeroy?
Onsite IT Support Technician
Position Summary
The Onsite IT Support Technician provides hands-on technical support to end users and supports the IT Link Walk-In Center. This position is responsible for resolving hardware, software, mobile device, network connectivity, and peripheral-related issues while delivering a professional and customer-focused support experience.
Key Responsibilities
- Provide onsite and walk-in technical support for end-user hardware, software, and connectivity issues.
- Create, update, manage, and resolve incidents and service requests in ServiceNow.
- Troubleshoot Microsoft Windows and Apple operating systems.
- Provide how-to assistance for company-issued IT devices and software.
- Support standard and non-standard hardware, including desktops, laptops, monitors, label printers, and other peripherals.
- Perform basic desktop and laptop hardware repairs and upgrades, including:
- RAM upgrades
- Keyboard replacements
- SSD and hard-drive replacements
- Troubleshoot standard and non-standard software issues.
- Support Microsoft Office 365 applications.
- Install and deploy approved software.
- Provide Smart Hands support for technical teams, including:
- Multifunction, standalone, and network printers and scanners
- Toner and consumable replacements
- Servers and storage equipment
- Support smartphones and portable devices, including SIM card handling and device provisioning.
- Provide meeting-room support for audio and video conferencing equipment.
- Assist with network cabling, port patching, Wi-Fi connectivity, and the replacement of routers, hubs, and switches.
- Support LAN closets, Main Distribution Frames (MDFs), and Intermediate Distribution Frames (IDFs).
- Maintain IT documentation, including asset records, knowledge articles, and site operations manuals.
- Manage onsite IT inventory and track incoming and outgoing equipment.
Required Qualifications
- 2–3 years of relevant onsite IT support experience within the local country.
- Strong verbal and written communication skills in English and the applicable local language.
- Strong interpersonal, customer-service, and problem-solving skills.
- Working knowledge of ServiceNow or a comparable IT service-management platform.
- Experience supporting Windows, macOS, Microsoft Office 365, mobile devices, printers, peripherals, and basic network infrastructure.
- Ability to perform basic hardware repairs, installations, and equipment replacements.
- Ability to work onsite and provide professional support in both scheduled and walk-in environments.