Senior Desktop Support 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 provide on-site end-user support and hands-on technical assistance for client accounts. The role emphasizes rapid ticket resolution, asset management, and collaboration with Level 3 teams to resolve complex issues.

Ideal candidates have CompTIA A+ and at least 3 years of help desk experience, with strong communication skills and reliability for on-site duties including AV support and executive assistance as needed.

Qualifications

• CompTIA A+ certification required.
• 3+ years of help desk support experience on the Client account.

Responsibilities

• Identifies, researches, and resolves technical problems.
• Responds to help desk tickets and escalations
• Meet monthly metric: at least 100+ tickets closed per month (150 if not involved in projects).
• Meet monthly metric: 0 tickets breached SLA/OLA for incident requests
• Provide walk-in on-site support 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 (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

Skills

CompTIA A+

Job description

Core Function

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.

Essential Duties & Responsibilities

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

Title

Senior Deskside Technician

Core Function

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.

Essential Duties & Responsibilities

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.

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.