Deskside Support Technician

Pomeroy•Chambersburg, CO

1d•Onsite

About The Position

The Level 1 Desktop Technician provides phone and in-person technical support to users in a clinical environment at 112 N 7th St, Chambersburg, PA. The technician is the first point of contact for IT support requests and resolves or escalates issues involving email, operating systems, desktop applications, deployed or developed applications, hardware, software, and peripherals. The role supports a hybrid work environment and includes workstation setup and maintenance, software installation and distribution, IT asset deployment and tracking, MFA provisioning, configuration management, and audiovisual support. The technician documents requests and resolutions in an ITSM solution such as ServiceNow, performs root cause analysis, and may participate in an after-hours support rotation as needed.

Requirements

Be a U.S. citizen or lawful permanent resident.
Have a high school diploma or equivalent.
Have 1–3 years of experience in IT support or a related field, supporting clients onsite in a corporate environment.
Be proficient in troubleshooting laptops, desktops, printers, and other peripherals.
Have strong knowledge of Microsoft Office applications and client-specific software.
Be familiar with Active Directory and Windows 10/11 workstation operating systems.
Have experience with remote desktop connectivity tools such as Microsoft RDP, Bomgar, or other Remote Assistance tools.
Have a basic understanding of network protocols, including TCP/IP and wireless connections.
Hold CompTIA A+ certification.
Have excellent written and verbal communication skills.
Be able to work independently and as part of a team.
Have strong problem-solving skills and attention to detail.
Be dependable, proactive, coachable, and responsive to leadership feedback.
Be able to work with strong personalities and meet customer expectations.
Be a team player with a positive attitude.
Be able to lift up to 40 pounds, stand or walk for extended periods, use stairs or ramps, and kneel or work under desks or in confined spaces.
Be able to perform the described physical and mental demands, including using standard office equipment, communicating effectively, analyzing and solving problems, learning new skills, handling detailed concurrent tasks, and maintaining composure in a fast-paced environment.

Nice To Haves

Audio/Visual (A/V) experience.

Responsibilities

Provide phone and in-person technical support for issues involving email, computer operating systems, desktop applications, and other deployed or developed applications.
Serve 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 (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 audiovisual 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.