Deskside Technician II

Core Function

Title: Deskside Technician II

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

• 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.
• Provides walk‑in support on‑site to end users.
• Assists with AV Support as necessary.
• Provides Smart‑hands assistance to Level 3 support teams (Networking, AV, etc.).
• Assists with asset disposition.
• Organizes, tracks, and updates assets accordingly (Asset Management).
• Acts as 2nd POC for escalated/expedited requests.
• Assists with on‑site projects for the client.

• 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.

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.

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.

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. The 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.