Deskside Technician & Delivery Analyst

Position Description

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 maintaining a 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.

• Manage and dispatch all tickets within Pomeroy-owned queues, ensuring timely acknowledgment and compliance with SLA requirements for all incidents (INC) in unassigned queues.
• Perform accurate ticket triage and routing, reassigning tickets to the appropriate client support teams when they are incorrectly directed to Pomeroy-managed queues.
• Analyze and report ticket routing trends and exceptions to the Service Delivery Manager (SDM), providing actionable feedback on misrouted tickets from client teams and third-party vendors to support process improvement initiatives.
• Provide onsite Deskside Technician support at client locations as requested, assisting with day-to-day technical support activities and ensuring a consistent end-user experience across supported sites.

Minimum Knowledge, Skills and Abilities Required:

• 2+ years in Customer Service required
• 1+ years in data/order entry preferred
• 1-2+ years in Deskside/Help Desk Support preferred
• Basic Technical Computer Skills required
• Data analysis and excel skills critical
• Presentation (Visio and PowerPoint) and communication skills are critical
• 1-2 years of ServiceNow experience 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 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 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 Vendors. Specific 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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