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Desktop Support Technician
Pomeroy
- Cary, North Carolina, United States
- Cary, North Carolina, United States
About
Key Responsibilities
Image, configure, deploy, and update software on desktops, laptops, and other end‑user devices.
Troubleshoot hardware, software, and operating system issues on Windows‑based desktop and laptop systems.
Install, reload, configure, and maintain antivirus and security software as required.
Document troubleshooting steps, resolutions, and corrective actions within the Help Desk ticketing system.
Provide technical support to end users while maintaining a high level of professionalism and customer service.
Escalate issues when necessary and follow established service level agreements (SLAs).
Assist with device setup, deployment, and replacement projects as needed.
Required Qualifications
Strong understanding of desktop support technologies and the role of client devices within a larger IT infrastructure.
Experience imaging, configuring, and deploying desktop and laptop systems.
Ability to troubleshoot Windows operating system, hardware, and software issues.
Strong customer service skills with the ability to communicate effectively and empathetically with end users.
Excellent written and verbal communication skills in English.
Ability to follow established processes and meet defined SLAs.
Strong attention to detail and documentation skills.
Physical Requirements
Ability to frequently walk, stand, and move throughout the work environment.
Ability to travel between work areas and ascend or descend stairs as needed.
Ability to lift and move equipment weighing up to 35 pounds.
Close vision and the ability to adjust focus when working with computer equipment and devices.
Preferred Experience
Previous experience in a Desktop Support, Help Desk, IT Support, or Technical Support role.
Experience working within a ticketing or Help Desk management system.
Familiarity with enterprise desktop deployment and endpoint management practices.
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Languages
- English
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