Field Technician presso Pomeroy

Summary:

As a Field Technical Support Representative I, you will provide onsite technical support for hardware and software issues across client environments. This entry-level role is focused on troubleshooting and resolving IT incidents, performing routine installations and maintenance, and delivering exceptional customer service. You will work as part of a regional field support team, servicing enterprise clients in accordance with service level agreements (SLAs).

Key Responsibilities:

• Deliver deskside and on-site support for end-user devices including desktops, laptops, mobile devices, and printers.
• Troubleshoot and resolve hardware, software, and basic networking issues.
• Perform hardware replacements, device imaging, software installations, and peripheral setups.
• Support routine IT tasks such as equipment deployments, upgrades, and break/fix services.
• Maintain documentation of support activities in the ITSM tool (e.g., ServiceNow).
• Ensure timely resolution of incidents and service requests, meeting defined SLAs.
• Communicate effectively with customers and escalate complex issues to Tier II or engineering teams as needed.
• Maintain inventory records, asset tracking, and site-level equipment audits.

Qualifications:

• Associate’s degree in Information Technology, Computer Science, or a related field—or equivalent hands-on experience.
• 0–2 years of technical support or field service experience.
• Basic understanding of Windows OS, common enterprise software, and troubleshooting methodologies.
• Familiarity with remote support tools and ticketing systems (e.g., ServiceNow).
• Strong customer service, communication, and problem-solving skills.

Preferred Skills:

• CompTIA A+ or similar entry-level IT certification.
• Prior experience supporting HP, Dell, or Lenovo devices.
• Exposure to ITIL processes or service desk environments.

Additional Requirements:

• Valid driver’s license and ability to travel locally to client sites.
• Ability to lift/move equipment up to 50 lbs as needed.
• Flexibility to support occasional after-hours or weekend requests, depending on client needs.