Deskside Support Technician

Pomeroy • Altoona, PA

1d

About The Position

The Level 1 Desktop Technician provides phone and in-person technical support to users in a hybrid work environment. The technician serves as the first point of contact for IT requests, resolves issues when possible, and escalates them as needed. Support includes email, operating systems, desktop applications, deployed or developed applications, hardware, software, and peripherals.

The role involves installing, configuring, and troubleshooting Microsoft operating systems, Office 365 applications, Microsoft Teams, client-specific software, and workstation components. The technician documents requests and resolutions in an IT service management system such as ServiceNow, performs root cause analysis, generates requested reports, and assists with configuration management, deployment, imaging, provisioning, and software distribution. Duties also include IT asset deployment, retrieval, tracking, and inventory control; provisioning multi-factor authentication; and providing A/V support for meetings, conferences, and briefings. Participation in an after-hours support rotation may be needed.

The position requires regular communication with users and colleagues, problem solving across multiple concurrent tasks, and the ability to maintain composure in a fast-paced environment. Physical duties include handling standard office equipment, walking and standing for extended periods, using stairs, and working under desks or in confined spaces. The role may require lifting up to 40 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• US citizen or lawful permanent resident.
• High school diploma or equivalent.
• 1–3 years of experience in IT support or a related field, supporting clients onsite in a corporate environment.
• Proficiency troubleshooting laptops, desktops, printers, and other peripherals.
• Strong knowledge of Microsoft Office applications and client-specific software.
• Familiarity with Active Directory and Windows 10/11 workstation operating systems.
• Experience with remote desktop connectivity tools such as Microsoft RDP, Bomgar, or other remote assistance tools.
• Basic understanding of network protocols, including TCP/IP and wireless connections.
• CompTIA A+ certification.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• Dependability and a proactive work ethic.
• Ability to work with strong personalities and meet customer expectations.
• Coachable and responsive to leadership feedback.
• Ability to lift up to 40 pounds; stand or walk for extended periods; use stairs or ramps; and kneel and work under desks or in confined spaces.
• Ability to perform the described physical and mental demands, including using standard office equipment, communicating effectively, interpreting information, solving problems, learning new skills, handling detailed concurrent tasks, and interacting with colleagues, clients, and vendors.

Nice To Haves

• Audio/visual experience.

Responsibilities

• Provide phone and in-person technical support for issues involving email, operating systems, desktop applications, and other deployed or developed applications.
• Act as the first point of contact for IT support requests and ensure 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 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 deployment and retrieval of IT assets, including laptops and mobile devices, during employee onboarding and offboarding.
• Provision multi-factor authentication solutions.
• Perform root cause analysis and generate requested reports from ServiceNow.
• Participate in an after-hours support rotation as needed.
• Provide audio/visual support for meetings, conferences, and briefings.
• Assist with configuration management, including deployments, imaging, and provisioning.
• Distribute software.
• Maintain IT asset management, tracking, and inventory control.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED