Senior Deskside Technician

 

Position Description 

 

 

Title: Senior Deskside Technician                                        

 

 

Core Function:  

The Senior Deskside Technician role is an internal role within Pomeroy for the Client account, with similar duties as the Deskside Technician II role, but with further experience and knowledge. 

 

Essential Duties & Responsibilities:  

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to this position.  

 

• Identifies, researches, and resolves technical problems.   

• Responds to help desk tickets and escalations 

• Required to meet the monthly metric standard of at least 100+ tickets closed a month (150 if not involved in projects). 

• Required to meet the monthly metric standard of 0 tickets breached SLA/OLA for incident requests 

• Provide walk in support on site to end users 

• Assist with AV Support as necessary 

• Provide Smart hands assistance to Level 3 support teams (Networking, AV, etc.) 

• Assist with asset disposition 

• Organize, track, and update Assets accordingly (Asset Management) 

• Stockroom owner at their site location 

• First point of contact for escalations and project assistance on site 

• Maintain process and organization of assigned site 

• First point of contact for smart hands assistance 

• Potential assistance with Executive Support duties and Team Lead duties 

 

Minimum Knowledge, Skills and Abilities Required:  

• Basic computer skills required 

• CompTIA A+ required 

• (Internal) 3+ years required on the Client account 

• 3+ years of help desk support required 

• Demonstrates excellent verbal communication and writing skills.  

• Demonstrates good customer service skills and motivation.  

• Must be responsible and dependable.  

• Must have reliable transportation. 

• Demonstrates experience using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications.  

• Ability to work well with various people from staff to high-level administrators.  

 

Physical and Mental Demands: