Deskside Support Technician

Pomeroy•Baytown, TX

5d•Hybrid

About The 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.

Requirements

US citizen or Lawful Permanent Resident
High School Diploma or equivalent
1-3 years of experience in IT support or related field supporting clients on site 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
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
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

Nice To Haves

Audio/Visual (A/V) experience a plus

Responsibilities

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