On-Site IT & AV Support Specialist II

Pomeroy; Flower Mound (TX); On-site; USD 48,000 - 60,000; Full time

Job summary

Pomeroy is seeking a Deskside Technician II to provide level 2 deskside support and top-tier service to end users and clients on-site. You will respond to tickets, assist with AV support, and assist Level 3 teams while maintaining asset management and escalation handling.

Ideal candidates have 1-3 years of help desk experience, familiarity with Windows and Mac OS, and strong communication and customer service skills. Reliable transportation is required for on-site assignments.

Qualifications

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

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

Skills

Help desk experience

AV support

Customer service

Verbal and written communication

Reliability and punctuality

Education

CompTIA A+ certification

Tools

Windows OS

Mac OS

Microsoft Word

Excel

Access

Outlook

Job description

Pomeroy is seeking a Deskside Technician II to provide level 2 deskside support and top-tier service to end users and clients on-site. You will respond to tickets, assist with AV support, and assist Level 3 teams while maintaining asset management and escalation handling.

Ideal candidates have 1-3 years of help desk experience, familiarity with Windows and Mac OS, and strong communication and customer service skills. Reliable transportation is required for on-site assignments.