What are the responsibilities and job description for the Deskside Support Technician 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
- Pick up shipped good service parts and drop off defective service parts on a timely basis
- Provide exceptional customer service
- Edit 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 achievement
- Customer Service scores
- Inventory movement and accuracy
- Safety
- Compliance related training and follow through
- Service call management
- Maintain 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 standards
- Keep vehicle orderly, clean, and maintained in accordance with company and manufacturer recommended maintenance schedules
- 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 required in company provided vehicle
- May be assigned other duties as needed