Deskside Support Technician

Pomeroy•Council Bluffs, IA

4h•Hybrid

About The Position

This role involves providing Level 1 Desktop Technical Support within a corporate environment. The technician will be the primary point of contact for IT support requests, addressing issues related to hardware, software, and peripherals. The position requires strong problem-solving skills, excellent communication, and the ability to work both independently and as part of a team in a hybrid work setting. Responsibilities include troubleshooting, installation, configuration, and maintenance of various IT components, as well as managing IT assets and providing support for Audio/Visual equipment.

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
Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
Must possess exceptional written and verbal communication skills (in English).
Ability to quickly learn and acquire expertise in client's custom applications.
Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
Team player who is invested in and strives to maximize team/department performance.

Nice To Haves

Audio/Visual (A/V) experience a plus
Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered.

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.