Title:Deskside Technician & Delivery Analyst
Core Function:
The Deskside Technician & Delivery Analyst serves as a key contributor to the success of Delivery and Deskside Services. Partnering closely with the Service Delivery Manager, Client Executive, and Deskside Leadership team, this role is responsible for ensuring Service Level Agreement (SLA) compliance through effective ticket triage, dispatching, and coordination of support resources. The position also promotes a culture of continuous improvement by proactively identifying, designing, and implementing innovative workflows, processes, and service enhancements that drive operational excellence.
In addition to delivery coordination responsibilities, this role functions as a hands-on Deskside Technician, providing technical support and maintaininga high level of customer service across supported environments. The position requires flexibility to travel to various client locations as requested, delivering onsite support, assisting local teams, and ensuring consistent service delivery wherever additional Deskside coverage is needed.
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.
Minimum Knowledge, Skills and Abilities Required:
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 Demands
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 anotherMust have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Mental Demands
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 VendorsSpecific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.
General Office Environment
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.
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Qualifications
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 CA USD 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.
Technology is mission-critical to your business so it must work — continuously.
Everything we do — every assessment, every equipment procurement, every service outcome — is focused on keeping your organization running smoothly and staying productive. Your dedicated Pomeroy team carefully monitors your workplace so we not only optimize efficiencies but also pre-empt issues before your work is interrupted. We’re where you need us, ensuring business continuity often before the effects of an issue are ever felt. When something does happen, we immediately jump in and get your business technology back to full speed. You can be confident that a Pomeroy partnership brings the right level of tailored IT support specific to your business. And as your business grows and the world changes, we help evolve your IT capabilities so your business runs non-stop into the future.
