Deskside Technician II

Position Description

Title: Deskside Technician II


Core Function:


The Deskside Technician II is a Level 2 Deskside Support role within Manage Services. This roles core function is to provide top of the line service to end users and the client to ensure we are meeting their service needs. This role's location is specific to the location in the Job Listing.


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 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

Minimum Knowledge, Skills and Abilities Required:

• 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.

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.


#LI-BB1

• Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
• Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
• Must possess exceptional written and verbal communication skills (in English).

• Ability to quickly learn and acquire expertise in client's custom applications.
• Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
• Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered.
• Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
• Team player who is invested in and strives to maximize team/department performance.