Deskside Technician II

Essential Duties & Responsibilities

• Identifies, researches, and resolves technical problems.
• Responds to help desk tickets and escalations.
• Meets the monthly metric standard for 150 tickets (200 Goal) closed a month.
• Meets the monthly metric standard of 0 tickets breached SLA/OLA for incident requests.
• Provides walk-in support on-site to end users.
• Affords AV Support as necessary.
• Assists with Smart hands assistance to Level 3 support teams (Networking, AV, etc.).
• Affords assistance with asset disposition.
• 2nd Point of Contact (2nd POC) for escalated/expedited requests.
• Affords assistance with on-site projects for the client.

Minimum Knowledge, Skills And Abilities Required

• 1-3 years help desk experience required.
• 1-2 years AV Support preferred.
• Advanced computer skills required.
• Familiarity with devices within an enterprise environment.
• Experience working with Windows OS versions 7-11 and Mac OS.
• CompTIA A+ preferred.
• 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.
• Able to work well with various people from staff to high-level administrators.

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.
• 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.