Senior Desktop Support Technician

Title: Senior Deskside TechnicianCore Function:The Senior Deskside Technician role is an internal role within Pomeroy for the Client account, with similar duties as the Deskside Technician II role, but with further experience and knowledge.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 escalationsRequired to meet the monthly metric standard of at least 100+ tickets closed a month (150 if not involved in projects).Required to meet the monthly metric standard of 0 tickets breached SLA/OLA for incident requestsProvide walk in support on site to end usersAssist with AV Support as necessaryProvide Smart hands assistance to Level 3 support teams (Networking, AV, etc.)Assist with asset dispositionOrganize, track, and update Assets accordingly (Asset Management)Stockroom owner at their site locationFirst point of contact for escalations and project assistance on siteMaintain process and organization of assigned siteFirst point of contact for smart hands assistancePotential assistance with Executive Support duties and Team Lead dutiesMinimum Knowledge, Skills and Abilities Required:Basic computer skills requiredCompTIA A+ required(Internal) 3+ years required on the Client account3+ years of help desk support requiredDemonstrates 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 DemandsWhile 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 DemandsWhile 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 EnvironmentWork 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.