Deskside Support Technician

Pomeroy Technologies

Henderson, NV

Key Responsibilities include:

Manage assigned service zone to ensure service calls are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others
Troubleshoot and repair failed IT hardware in retail store and/or office settings
Pick up shipped good service parts and drop off defective service parts on a timely basis
Provide exceptional customer service
Edit all aspects of web-based service tickets assigned to the service zone (includes providing in route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail)
Performance review metrics include the following:
SLA achievement
Customer Service scores
Inventory movement and accuracy
Safety
Compliance related training and follow through
Service call management
Maintain spare and parts inventory in van for multiple customer environment; record accurate usage of service parts as dictated by the service management system; Maintain constant adherence to inventory control practices and standards
Keep vehicle orderly, clean, and maintained in accordance with company and manufacturer recommended maintenance schedules
Focus on safety at all times -- including maintaining a safe driving record
Additional Responsibilities may include, but are not limited to:
Complete ad hoc or project-based IT hardware installation tasks and support cabling projects as needed
Complete staging / integration services of IT hardware as needed
Installation or cabling projects may require travel
Extensive driving required in company provided vehicle
May be assigned other duties as needed

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Vacancy posted 2 days ago

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