Desktop Support Technician

Pomeroy is looking for a Desktop Support Technician to join our team on a contract basis. Must work onsite.

• High School diploma or equivalent required.
• Information Technology courses or certification(s) required.
• A Bachelor’s degree in business or technology field preferred.
• 3-5 years performing routine software installations and program updates.
• 3-5 years performing routine troubleshooting and problem resolution on computer, server, network and telecommunication systems.
• Understanding and experience with information systems environments and systems; understanding of applicable computer systems, such as Microsoft Office, Lotus Notes and function specific software.
• Basic understanding of ICT (information & communication technology) infrastructure.
• Good verbal, data entry and written skills; communicative, in speaking and writing, in local language and English.
• Flexible, initiative, self-motivated and creative in finding solutions.
• Team player combined with independent working.
• Ability to interface with cross-functional groups to define and execute overall requirements.
• Experience working effectively with others and providing superior customer service.
• Skilled at solving challenges in a directed, methodical manner and analyzes the current issue to envision creative solutions.
• Takes initiative to complete critical tasks, especially in team settings with dependencies on other people.
• Works effectively in the face of stress, ambiguity, difficult situations, and shifting priorities.
• Experience in a manufacturing environment highly valued.
• ITIL (Information Technology Infrastructure Library) foundation training is an asset.
• Ability to travel to support other sites when needed; estimated 20% travel.
• Manage and support endpoint devices (Laptop, desktop, mobile devices, printers, thin clients) throughout their lifecycle. Including provisioning, refresh, asset management and decommission.
• Adhere and promote IT policies and standards.
• Provide ‘smart-hand’ support at the site including on-call (per rotation schedule).
• Follow ITIL (Information Technology Infrastructure Library) processes such as change, incident and problem management.
• Comply to and execute SOX controls.
• Take ownership of reported issues and seeing issue tickets through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve issues.
• Provide prompt and accurate feedback to customers.
• Be a technical advisor to management and end users to insure they have the proper IT equipment to be successful.
• Maintain accurate IT equipment, software and license inventory in Asset Management Tool.
• Install, upgrade and replace selected software and hardware products according to standards.
• Work closely with service vendors, other IT teams, and personnel to ensure continuity of service.
• Assist in implementing best practices and IT standards that will more effectively utilize IT resources.
• Deliver training on software and computer systems; this can include group presentations, one-on-one training, and onboarding.

Job Types: Full-time, Contract

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Desktop support: 5 years (Required)
• ITIL: 3 years (Required)
• performing routine software installs and program updates: 5 years (Required)

Willingness to travel:

• 25% (Required)

Work Location: One location