Senior Desktop Support Technician

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

Job summary

Pomeroy is seeking a Senior Deskside Technician to support the Client account on-site in Leesburg, VA. The role mirrors Deskside Technician II but with more experience and knowledge, handling on-site support and escalations.

Responsibilities include resolving technical problems, responding to tickets, and collaborating with Level 3 teams (Networking, AV). Strong communication and customer service are essential, along with reliable transportation.

Qualifications

• Basic computer skills required.
• Excellent verbal communication and writing skills.
• 3+ years of help desk support experience.
• 3+ years on the client account experience.
• Need reliable transportation.

Responsibilities

• Identify, research, and resolve technical problems.
• Respond to help desk tickets and escalations.
• Provide walk-in on-site 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

Basic computer skills

Verbal communication

Written communication

Customer service

Reliability

Education

CompTIA A+

Tools

Microsoft Office

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 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

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.