Deskside Technician I

Pomeroy; San Jose (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Pomeroy is seeking a Deskside Technician I to deliver high-quality on-site support within Manage Services. The role focuses on rapid problem resolution, end-user assistance, and collaboration with Level 3 teams to maintain service levels.

Ideal candidates have 1–2 years of help desk and AV experience, strong Windows/Mac proficiency, and reliable transportation. The position emphasizes proactive communication and meticulous asset handling in a fast-paced environment.

Qualifications

• 1-2 years of help desk experience preferred.
• 1-2 years of AV Support preferred.
• Advanced computer skills required.
• Familiarity with devices within an enterprise environment.
• Experience with Windows OS 7–11 and Mac OS.
• CompTIA A+ preferred.
• Excellent verbal and written communication skills.
• Strong customer service mindset and reliability.

Responsibilities

• Identifies, researches, and resolves technical problems.
• Responds to help desk tickets and escalations.
• Meet monthly metric standard for 150 tickets closed (200 goal).
• Meet SLA/OLA targets with incident requests.
• Provide on-site walk-in support to end users.
• Assist with AV support as necessary.
• Provide Smart Hands assistance to Level 3 teams (Networking, AV).
• Assist with asset disposition and asset management.

Skills

Help desk experience

AV support

Windows/Mac OS proficiency

CompTIA A+

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Outlook

Web-based applications

Job description

Core Function

The Deskside Technician I is a Level 2 Deskside Support role within Manage Services. This role's core function is to provide top of the line service to end users and the client to ensure we are meeting their service needs. This role’s location is specific to the location in the Job Listing.

Essential Duties & Responsibilities

• Identifies, researches, and resolves technical problems.


• Responds to help desk tickets and escalations


• Required to meet the monthly metric standard for 150 tickets (200 Goal) closed a month


• 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)


• 2nd POC for escalated/expedited requests


• Assisting with on-site projects for the client

Position Description

Title: Deskside Technician I

Core Function

The Deskside Technician I is a Level 2 Deskside Support role within Manage Services. This role's core function is to provide top of the line service to end users and the client to ensure we are meeting their service needs. This role’s location is specific to the location in the Job Listing.

Essential Duties & Responsibilities

• Identifies, researches, and resolves technical problems.


• Responds to help desk tickets and escalations


• Required to meet the monthly metric standard for 150 tickets (200 Goal) closed a month


• 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)


• 2nd POC for escalated/expedited requests


• Assisting with on-site projects for the client

Minimum Knowledge, Skills And Abilities Required

• 1-2 years help desk experience preferred


• 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.


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

Physical And Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical 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.