Deskside Support Technician

Pomeroy-Reyes Field IT Analyst Job Description 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. Qualifications: • 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. • Audio/Visual (A/V) support experience a plus. • 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. Physical Requirements: • Must be able to lift up to 40lbs. • Must be able to stand or walk for extended periods of time. • Must be able to walk up and down stairs or ramps. • Must be able to kneel and work under desks or in confined spaces. Soft Skills: • 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 #LI-JM1