Deskside Support Technician

Pomeroy; Las Vegas (NV); On-site; USD 40,000 - 60,000; Full time

Job summary

Pomeroy is seeking a Field Service Technician in Las Vegas, NV to troubleshoot, repair, and service IT hardware across retail and office environments. You will manage service tickets, maintain inventory, and ensure safety and compliance while meeting SLA requirements.

The role requires extensive driving in a company vehicle, occasional travel for installations or cabling projects, and a strong focus on customer service.

Qualifications

• IT hardware troubleshooting and repair in retail or office settings.
• Strong customer service skills.
• Experience managing inventory and service parts.

Responsibilities

• Manage service zone to meet SLA while following inventory and safety policies.
• Troubleshoot and repair IT hardware in-store or office settings.
• Handle service tickets with status updates and detailed notes.
• Maintain van inventory and ensure proper parts usage.
• Drive company vehicle and travel for installations or cabling projects.
• Support ad hoc IT hardware installation tasks and cabling projects.

Skills

Troubleshooting IT hardware

Customer service

Inventory management

Service call management

Safety compliance

Driving / travel

Job description

Description

Key Responsibilities include:

• Manage assigned service zone to ensure service calls are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others
• Troubleshoot and repair failed IT hardware in retail store and/or office settings
• Pick up shipped good service parts and drop off defective service parts on a timely basis
• Provide exceptional customer service
• Edit all aspects of web-based service tickets assigned to the service zone (includes providing in route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail)
• Performance review metrics include the following:
• SLA achievement
• Customer Service scores
• Inventory movement and accuracy
• Safety
• Compliance related training and follow through
• Service call management
• Maintain spare and parts inventory in van for multiple customer environment; record accurate usage of service parts as dictated by the service management system; Maintain constant adherence to inventory control practices and standards
• Keep vehicle orderly, clean, and maintained in accordance with company and manufacturer recommended maintenance schedules
• Focus on safety at all times -- including maintaining a safe driving record
• Additional Responsibilities may include, but are not limited to:
• Complete ad hoc or project-based IT hardware installation tasks and support cabling projects as needed
• Complete staging / integration services of IT hardware as needed
• Installation or cabling projects may require travel
• Extensive driving required in company provided vehicle
• May be assigned other duties as needed