Deskside Support Technician

Pomeroy•Los Angeles, CA

11d•Hybrid

About The Position

This role provides phone and in-person technical support for users, addressing issues related to Win11, O365 applications, desktops, laptops, and mobile devices. The technician will serve as the first point of contact for IT support requests, ensuring timely resolution or escalation. Responsibilities include troubleshooting and resolving hardware, software, and peripheral issues in a hybrid work environment, managing mobile IT asset deployment and retrieval, and participating in after-hours support as needed. The role also involves providing Audio/Visual support and assisting with project deployments, imaging, configuring, and provisioning IT assets.

Requirements

US citizen or Lawful Permanent Resident.
2 year AA/AAS degree or equivalent.
2-4 years of experience in IT supporting clients on-site/remote in an enterprise corporate environment.
Proficiency in troubleshooting laptops, desktops, network printers, and other peripherals.
Strong knowledge of Microsoft O365 applications and client-specific software.
Familiarity with Active Directory, PXE imaging, Workstation Windows11.
Experience with remote desktop connectivity tools such as Microsoft SCCM, RDP, RDC, Tanium or other Remote Assistance utilities.
Basic understanding of network protocols, including TCP/IP and wireless connections.
Excellent communication skills, both written and verbal.
Ability to work independently and as part of a team.
Strong analytical 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) support experience a plus.

Responsibilities

Provide phone and in-person technical support for users, addressing issues related to Win11, O365 applications, desktops, laptops and Mobile devices.
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.
Cisco Network Infrastructure knowledge including routers, switches, IPS circuits, MDFs/IDFs.
Experience with network monitoring tools such as Solarwinds.
Experience supporting Office space, Sales, Delivery, Production and Warehouse WMS functions.
Document support requests and resolutions using ServiceNow.
Install, configure, and troubleshoot Microsoft Win11 systems, Samsung phones, Apple iphones, ipads, Office 365 applications and client specific software.
Manage mobile IT asset deployment and retrieval utilizing Mobile Device Management (MDM) software (AirWatch / Knox Portal), including laptops / desktops during employee onboarding and offboarding.
Experience with provisioning OKTA Multi-Factor Authentication (MFA) solutions.
Participate in after-hours P1 and P2 support as needed.
Provide Audio/Visual (A/V) support for meetings, conferences, and briefings.
Assist with project deployments, imaging, configuring and provisioning IT assets and vendor management.
Software distribution and installation.
Maintain IT asset management, tracking, and inventory control.