Join Us AS Desktop Support Tech II
Company: Pomeroy
Job description: Job Description:Core Function:Work to assist staff to resolve technical issues and provide courteous and knowledgeable assistance with questions. Phone support provides 1st level support for the Help Desk including research and resolution for technical problems. They serve as the primary contact for solving, assigning, and escalating tickets properly and escalate calls to 2nd tier support as needed.All resources maintain, troubleshoot and repair technical infrastructure including: desktop hardware, operation systems, applications and office systems. Serves as the first line of support for all user IT support issues within an area and works with available resources, hardware and software vendors to provide effective solutions, break/fix and problem resolution. Work as remote hands and onsite resource for other IT departments.Essential Duties & Responsibilities:The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.
- Provide phone and in-person technical support for users, addressing issues related to email, computer operating systems, desktop applications, and other deployed or developed applications
- 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
- Document support requests and resolutions using an IT Service Management (ITSM) solution such as ServiceNow
- Install, configure, and troubleshoot Microsoft operating systems, Office 365 applications, Microsoft Teams, and client-specific software
- Set up and maintain workstation components, including network cards, sound cards, video cards, printers, scanners, and video teleconferencing equipment
- Manage IT asset deployment and retrieval, including laptops and mobile devices, during employee onboarding and offboarding
- Provision multi-factor authentication (MFA) solutions
- Perform root cause analysis and generate requested reports from ServiceNow
- Participate in an after-hours support rotation as needed
- Provide Audio/Visual (A/V) support for meetings, conferences, and briefings
- Assist with configuration management, including deployments, imaging, and provisioning
- Software distribution
- Maintain IT asset management, tracking, and inventory control
Minimum Requirements:
- US citizen or Lawful Permanent Resident
- High School Diploma or equivalent
- 2+ years of experience in IT desktop/deskside support role or related field supporting clients onsite in a corporate environment
- Proficiency in troubleshooting laptops, desktops, printers, and other peripherals
- Strong knowledge of Microsoft Office applications and client-specific software
- Familiarity with Active Directory, Workstation OS (Windows 10/11)
- Experience with remote desktop connectivity tools such as Microsoft RDP, Bomgar, or other Remote Assistance
- Basic understanding of network protocols, including TCP/IP and wireless connections
- CompTIA A+ certification required
- Audio/Visual (A/V) experience a plus
- Excellent communication skills, both written and verbal
- Ability to work independently and as part of a team
- Strong problem-solving skills and attention to detail
Physical Requirements:
- Must be able to lift up to 40 lbs.
- 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
Physical and Mental DemandsThe physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical Demands
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.Mental Demands
While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.#LI-BB1
Expected salary:
Location: Pittsburgh, PA
Job date: Wed, 02 Jul 2025 04:01:01 GMT
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