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Form of workJob Description
Pomeroy is looking for a skilled Deskside Support Technician / IT support Tech for a 1-2 month contract. This is a fully onsite role. The IT Support Analyst will provide customer-focused technical assistance related to computer hardware and software, mobile devices and other tech tools and products. This role will support internal clients, thoroughly document problems, steps to resolution, and aid in the creation of processes and procedures which help improve user experience. The analyst will direct unresolved issues to the next level support personnel, but continue to follow up with both customers and support personnel until resolution. They should have a good working knowledge of both PC and Mac hardware, networking, and common applications such as MS Windows and MS Office. This role should be able to independently troubleshoot and resolve low severity issues. The IT Support Analyst reports to the Senior IT Support Supervisor.
Role Qualifications:
· Associates degree in Information Technology or related field; may substitute equivalent experience and or certifications for educational requirement
Position Responsibilities:
- Serve as first point of contact for customers seeking assistance by phone, email, or in-person
- Responds to, resolves and documents tickets from support center[RB2] [PM3]
- Resolve general application and hardware issues, i.e.
- Password Resets
- File operation questions
- MS Office questions
- Hardware Support / replacement
- Support Office 365 environment
- Business Applications (e.g. ERP, SQL, SharePoint Online and POS systems, etc.)
- Recognize and report trending issues in order to help resolve root causes before they become more widespread
- Pass on feedback or suggestions by customers to the appropriate team for consideration
- Perform handoff of issues escalated to others, not simply reassign tickets
- Identify and suggest possible improvements to existing procedures
- Perform local and remote troubleshooting through diagnostic techniques and escalate when required
- Work with others to determine the best solution based on evidence and details
- Install, test and configure new workstations, printers, related peripheral equipment[RB4] and software
- Modify configurations, utilities, software settings, etc. for local workstations[RB5] (Mac and PC)
- Restore files from backup
- Complete daily checklist of nightly processes and validate systems availability
- Assign users and computers to proper groups in Active Directory or Azure AD
- Perform onboarding/offboarding tasks
- Create documentation for both users and other support personnel
- Participate in after-hours on-call rotation for critical issues impacting the business at large
- Willingness to maintain and grow skillset, actively participate in company-provided training, and reinforce new knowledge with certification exams
- Participate in other work as required
Essential Skills and Experience:
- Excellent written and verbal communication skills
- Proficiency in written and spoken English
- Customer-oriented and cool-tempered
- Ability to absorb and document new knowledge quickly
- Comfortable switching tasks quickly in a fast-paced environment
- Knowledge of the following is required:
- PC Setup and Deployment
- Active Directory and Group Policy
- Security Permissions Management
- Hardware knowledge of both Mac and PC equipment and peripherals
- Ability to perform basic network troubleshooting
- MS Office Suite[RB7]
- Office 365 Admin Center
- Teams Administration
- Teams Calling
- Monitor and respond to requests received through the IT Support Center[RB8]
- Take ownership of requests, follow through and follow-up even after transferring requests to others
- Regularly update customers on status and track progress
- Document issues, steps taken and resolution
- Ensure client satisfaction
- Help enable users to solve their own problems by suggesting and publishing self-service portals
- Work with users to help them understand functionality as needed
- Train users on file system navigation
- Train users on Microsoft Office Suite
Valued but not Required Skills or Experience:
- Industry certifications (CompTIA A+, MCP, etc) OR AS (or higher) in CS (or related field) OR demonstrated performance in a similar role
- Experience with Intune/autopilor
- Management of Jamf
- Practical knowledge of AD and Azure AD
For over 40 years, Pomeroy has enabled technology that enhances and empowers people in the workplace.
Today we partner with our clients to help them transform from a “one size fits all” delivery model to a personalized human experience that is a differentiator and the key to delivering digital transformation and better business outcomes.
It’s all about delivering an exceptional experience, one that is simple, intuitive and secure – anytime, anyplace and from any device. Our workplace is no longer a physical location or workstation, rather it’s the place where a person can work at any given time with full capacity to do their job productively and effectively.
We deliver that experience by connecting the dots between people and their applications, across a network that is intuitive and automated to where the applications live, today that is in a hybrid IT environment, on premise and in the cloud, with security an integral part of everything we do. We provide managed IT services to support our clients from our locations throughout North America, Latin America and Europe. Our service delivery model combines monitoring, prevention and resolution in an approach that is always aware, proactive and responsive.
Our field engineers support more than 50,000 sites across North America alone and respond to more than 3 million incidents and user requests annually covering 2 million desktops, laptops, smartphones and tablets, servers, printers and other peripherals.
Our expertise connecting the workplace, network and hybrid IT is industry recognized, including Gartner recognition for over 17 years as one of a select few who can deliver agile, quality Managed Workplace Services. And although technology and innovation are key ingredients in our solutions, our people are our greatest asset. Over 3,000 highly motivated and diverse, dedicated to supporting our 700+ clients, from midsize organizations to large, well-known US and global brands, 15 in the Fortune 500.
“The Pomeroy Way” is our guiding principle. It’s a conscious understanding that who we are as individuals and how we choose to interact with others is a direct reflection of who we are as a company and how we will be viewed as an organization. It defines our company and our culture as the place to be, the place to stay and the place to grow.
Today we partner with our clients to help them transform from a “one size fits all” delivery model to a personalized human experience that is a differentiator and the key to delivering digital transformation and better business outcomes.
It’s all about delivering an exceptional experience, one that is simple, intuitive and secure – anytime, anyplace and from any device. Our workplace is no longer a physical location or workstation, rather it’s the place where a person can work at any given time with full capacity to do their job productively and effectively.
We deliver that experience by connecting the dots between people and their applications, across a network that is intuitive and automated to where the applications live, today that is in a hybrid IT environment, on premise and in the cloud, with security an integral part of everything we do. We provide managed IT services to support our clients from our locations throughout North America, Latin America and Europe. Our service delivery model combines monitoring, prevention and resolution in an approach that is always aware, proactive and responsive.
Our field engineers support more than 50,000 sites across North America alone and respond to more than 3 million incidents and user requests annually covering 2 million desktops, laptops, smartphones and tablets, servers, printers and other peripherals.
Our expertise connecting the workplace, network and hybrid IT is industry recognized, including Gartner recognition for over 17 years as one of a select few who can deliver agile, quality Managed Workplace Services. And although technology and innovation are key ingredients in our solutions, our people are our greatest asset. Over 3,000 highly motivated and diverse, dedicated to supporting our 700+ clients, from midsize organizations to large, well-known US and global brands, 15 in the Fortune 500.
“The Pomeroy Way” is our guiding principle. It’s a conscious understanding that who we are as individuals and how we choose to interact with others is a direct reflection of who we are as a company and how we will be viewed as an organization. It defines our company and our culture as the place to be, the place to stay and the place to grow.
