Deskside Support Technician I

4 weeks ago

Urbandale, United States Pomeroy Technologies Full time
Job Description

Core Function:

This role will be expected to handle situations involving problem diagnosis and client relationship management. This role serves as the liaison between our client’s internal customers and the direct support team operated by the client. A key area of responsibility is resolving client technology-related problems in areas supported.

Responsibilities include:

  • Manage assigned service scope and workload to ensure service tickets are completed within the Service Level Agreement while following company policy related to inventory management, service call management, ISO regulations, and others
  • Troubleshoot and repair failed IT hardware
  • Pick up shipped goods and drop off defective inventory on a timely basis
    • This includes the handling of eWaste
  • Provide exceptional customer service at all times
  • Edit all aspects of web-based service tickets assigned to the service area of responsibility (includes providing in route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail)
  • Compliance related training and follow through
  • Service call management
  • Maintain inventory within customer environment; record accurate usage of inventory as dictated by the service management system; Maintain constant adherence to inventory control practices and standards
  • Additional Responsibilities may include, but are not limited to:
    • Complete ad hoc or project-based IT hardware installation and research tasks
    • Complete staging / integration services of IT hardware as needed
    • Installation or hardware deployment projects may require travel
  • May be assigned other duties as needed


Minimum Knowledge, Skills and Abilities required:
  • 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 Remedy 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


Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; operate standard office equipment; and utilize small hand tools for physical repair. 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. The ability to lift and move 35 pounds.

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