Deskside Support Technician

IT Service TechnicianKey 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 othersTroubleshoot and repair failed IT hardware in retail store and/or office settingsPick up shipped good service parts and drop off defective service parts on a timely basisProvide exceptional customer serviceEdit 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 achievementCustomer Service scoresInventory movement and accuracySafetyCompliance related training and follow throughService call managementMaintain 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 standardsKeep vehicle orderly, clean, and maintained in accordance with company and manufacturer recommended maintenance schedulesFocus on safety at all times -- including maintaining a safe driving recordAdditional Responsibilities may include, but are not limited to:Complete ad hoc or project-based IT hardware installation tasks and support cabling projects as neededComplete staging / integration services of IT hardware as neededInstallation or cabling projects may require travelExtensive driving required in company provided vehicleMay be assigned other duties as needed Pomeroy Technologies