Senior Deskside Technician

Pomeroy•Leesburg, VA

5d•Onsite

About The Position

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. 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.

Requirements

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.
Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
Must possess exceptional written and verbal communication skills (in English).
Ability to quickly learn and acquire expertise in client's custom applications.
Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
Team player who is invested in and strives to maximize team/department performance.

Nice To Haves

Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered.

Responsibilities

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