What are the responsibilities and job description for the Deskside Support Specialist position at Pomeroy?
Key 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 others
- Troubleshoot and repair failed IT hardware in retail store and/or office settings
- Provide exceptional customer service
- Edit all aspects of web-based service tickets assigned to the technician (includes providing assignment acknologements, comprehensive notes, resolution information, equipment information, and closure detail)
- Performance review metrics include the following:
- SLA achievement
- Customer Service scores
- Inventory movement and accuracy
- Safety
- Compliance related training and follow through
- Service call management
- Maintain constant adherence to inventory control practices and standards
- Focus on safety at all times - including maintaining a safe driving record
- Additional Responsibilities may include, but are not limited to:
- Complete ad hoc or project-based IT hardware installation tasks and support cabling projects as needed
- Complete staging / integration services of IT hardware as needed
- Installation or cabling projects may require travel
- Extensive driving may be required
- May be assigned other duties as needed
Requirements
- A minimum, will be required to obtain many other certifications (net ,server , HP, IBM, and Dell specific)
- Proficient in repairing LaserJet printers
- Must be able to work well both independently and in team settings
- Excellent organization and multitasking skills
- Excellent Customer Service Skills
- Strong Leadership Skills
Hiring in the following location(s):
Des Moines, IA
Position Type
Reg. Full-time Benefitted
Requirements
Key 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 others
- Troubleshoot and repair failed IT hardware in retail store and/or office settings
- Provide exceptional customer service
- Edit all aspects of web-based service tickets assigned to the technician (includes providing assignment acknologements, comprehensive notes, resolution information, equipment information, and closure detail)
- Performance review metrics include the following:
- SLA achievement
- Customer Service scores
- Inventory movement and accuracy
- Safety
- Compliance related training and follow through
- Service call management
- Maintain constant adherence to inventory control practices and standards
- Focus on safety at all times - including maintaining a safe driving record
- Additional Responsibilities may include, but are not limited to:
- Complete ad hoc or project-based IT hardware installation tasks and support cabling projects as needed
- Complete staging / integration services of IT hardware as needed
- Installation or cabling projects may require travel
- Extensive driving may be required
- May be assigned other duties as needed
Requirements
- A minimum, will be required to obtain many other certifications (net ,server , HP, IBM, and Dell specific)
- Proficient in repairing LaserJet printers
- Must be able to work well both independently and in team settings
- Excellent organization and multitasking skills
- Excellent Customer Service Skills
- Strong Leadership Skills
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