RiseMe
Pomeroy logo
Pomeroy Verified
IT Services, Managed Services, Technology Consulting, Professional Services

Deskside Support Technician

Las Vegas, NVOnsitePart TimePosted 1 month agoVisa sponsorship available

Is this role right for you?

Upload your resume and get a skill-by-skill breakdown — see exactly where you match, where you're close, and what to highlight. Not a mystery percentage.

Get a tailored resume highlighting what this role needs.

Required skills

  • service calls
  • SLA
  • company policy
  • inventory management
  • service call management
  • safety initiatives
  • IT hardware
  • retail store
  • office settings
  • customer service

Nice to have

  • project-based IT hardware installation
  • cabling projects
  • staging
  • integration services

Role summary

The Deskside Support Technician is responsible for managing a service zone to ensure IT hardware issues are resolved within Service Level Agreements (SLAs). This role involves troubleshooting and repairing IT hardware in retail and office environments, managing inventory, and providing excellent customer service. Key performance metrics include SLA achievement, customer service scores, inventory accuracy, and safety compliance. The technician will also handle IT hardware installations, cabling projects, and staging as needed, requiring extensive driving in a company vehicle.

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
Ready to apply?
You'll be redirected to Pomeroy's application page.

Similar roles

See how RiseMe works

Match, tailor, and prep so you send fewer applications and land more interviews.