Senior Deskside Technician

Pomeroy; Leesburg (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Pomeroy in Leesburg, VA is seeking a Senior Deskside Technician to support client IT services on site. You will identify, research, and resolve technical problems, respond to help desk tickets and escalations, and provide on-site walk-in support to end users.

The role requires CompTIA A+ certification and 3+ years of help desk and client-account experience, plus solid written and verbal communication and reliable transportation.

Qualifications

• CompTIA A+ certification is required.
• 3+ years of help desk experience.
• 3+ years of experience on the client account.
• Basic computer skills are required.
• Excellent verbal communication and customer service skills.
• Must be reliable and dependable with transportation.

Responsibilities

• Identifies, researches, and resolves technical problems.
• Responds to help desk tickets and escalations.
• Provide walk-in on-site support to end users.
• Assist with asset disposition and asset management.
• Provide Smart hands assistance to Level 3 teams.
• Assist with project work and escalation handling.

Skills

Basic computer skills

Verbal communication

Customer service

Reliability

Teamwork

Education

CompTIA A+

Tools

Microsoft Word

Excel

Access

Outlook

Web-based applications

Job description

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.

• Identifies , researches, and resolves technical problems .
• Responds to help desk tickets and escalations
• Required to meet the monthly metric standard of at least 1 00 + tickets closed a month (150 if no t 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

Minimum Knowledge, Skills and Abilities Required:

• 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.

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.

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.

Position Type

Location

Leesburg, VA

Area of Interest

IT

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