Deskside Technician & Delivery Analyst

Essential Duties & Responsibilities

• Manage and dispatch all tickets within Pomeroy-owned queues, ensuring timely acknowledgment and compliance with SLA requirements for all incidents (INC) in unassigned queues.
• Perform accurate ticket triage and routing, reassigning tickets to the appropriate client support teams when they are incorrectly directed to Pomeroy-managed queues.
• Analyze and report ticket routing trends and exceptions to the Service Delivery Manager (SDM), providing actionable feedback on misrouted tickets from client teams and third-party vendors to support process improvement initiatives.
• Provide onsite Deskside Technician support at client locations as requested, assisting with day-to-day technical support activities and ensuring a consistent end-user experience across supported sites.

Minimum Knowledge, Skills And Abilities Required

• 2+ years in Customer Service required
• 1+ years in data/order entry preferred
• 1-2+ years in Deskside/Help Desk Support preferred
• Basic Technical Computer Skills required
• Data analysis and excel skills critical
• Presentation (Visio and PowerPoint) and communication skills are critical
• 1-2 years of ServiceNow experience required

Physical And Mental Demands

• While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms.
• Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another.
• Must have ability to ascend and descend stairs.
• Specific vision abilities required by this job include close vision and the ability to adjust focus.
• Mental Demands While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors.
• Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.
• General Office Environment Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time.
• Work is generally performed within an office environment, with standard office equipment available.