Pomeroy

Compensation

Full Description

Position Summary The Onsite IT Support Technician provides hands-on technical support to end users and supports the IT Link Walk-In Center. This position is responsible for resolving hardware, software, mobile device, network connectivity, and peripheral-related issues while delivering a professional and customer-focused support experience. Key Responsibilities • Provide onsite and walk-in technical support for end-user hardware, software, and connectivity issues. • Create, update, manage, and resolve incidents and service requests in ServiceNow. • Troubleshoot Microsoft Windows and Apple operating systems. • Provide how-to assistance for company-issued IT devices and software. • Support standard and non-standard hardware, including desktops, laptops, monitors, label printers, and other peripherals. • Perform basic desktop and laptop hardware repairs and upgrades, including: • RAM upgrades • Keyboard replacements • SSD and hard-drive replacements • Troubleshoot standard and non-standard software issues. • Support Microsoft Office 365 applications. • Install and deploy approved software. • Provide Smart Hands support for technical teams, including: • Multifunction, standalone, and network printers and scanners • Toner and consumable replacements • Servers and storage equipment • Support smartphones and portable devices, including SIM card handling and device provisioning. • Provide meeting-room support for audio and video conferencing equipment. • Assist with network cabling, port patching, Wi-Fi connectivity, and the replacement of routers, hubs, and switches. • Support LAN closets, Main Distribution Frames (MDFs), and Intermediate Distribution Frames (IDFs). • Maintain IT documentation, including asset records, knowledge articles, and site operations manuals. • Manage onsite IT inventory and track incoming and outgoing equipment. Required Qualifications • 2–3 years of relevant onsite IT support experience within the local country. • Strong verbal and written communication skills in English and the applicable local language. • Strong interpersonal, customer-service, and problem-solving skills. • Working knowledge of ServiceNow or a comparable IT service-management platform. • Experience supporting Windows, macOS, Microsoft Office 365, mobile devices, printers, peripherals, and basic network infrastructure. • Ability to perform basic hardware repairs, installations, and equipment replacements. • Ability to work onsite and provide professional support in both scheduled and walk-in environments.