It Support Technician

Pomeroy is hiring a Regional Service Technician in the Cedar Falls, IA area! Reference code: CBB

In this role, you will perform IT service calls at our Distribution Center, as well as, within an assigned service zone, assist fellow technicians in troubleshooting and run overflow/issue calls, and complete admin duties to assist the divisional team and local operations manager.

This position offers:

• A business casual environment when on-site at client locations.
• Full benefits, including health, vision, dental, 401k and generous PTO!

Essential Duties & Responsibilities:

• Perform IT troubleshooting and break-fix to maintain IT hardware/software support for customers in retail/office settings.
• Assist fellow technicians in resolving more complex issues or troubleshooting.
• Manage assigned service zone and assist in other service zones when needed.
• Have access to a reliable vehicle, keep accurate records for mileage re-imbursement, keep the vehicle properly maintained which includes cleanliness and regular maintenance intervals and maintain a clean motor vehicle record as well as proof of proper insurance coverage.
• Maintain assigned inventory, ship out defective parts, return excess parts and keep accurate records of inventory. Assist other technicians with inventory related queries.
• Maintain updated ticketing status using a web-based ticketing system.
• Maintain a very high customer satisfaction level. This may include occasional customer account contacts to communicate and resolve issues as needed.
• Work well with others on the team and be a go-to for troubleshooting and inventory knowledge. Has client contact as required to facilitate issue resolution.
• Reporting related to COT/SLA/RST utilization.
• Assist Local Operations Manager with various account support duties.
• Perform inventory corrections and team assistance.

Minimum requirements

• High School Diploma or equivalent is required. AS/BS Degree in a related technical field highly desired
• Exceptional customer service skills.
• Industry Certifications such as A+, Net+, Server+, or similar are highly desired. Minimum of 1-year Point of Sale repair, Network Equipment repair and PC repair experience highly desired.
• Minimum 1-year previous experience of Break Fix or Network experience that was performed in a Retail or Office type setting is highly preferred.
• Must be safety oriented and possess excellent driving habits and a clean driving record.
• Must possess a good mechanical aptitude and the ability to troubleshoot equipment to a sub-assembly level.
• Prior low voltage experience with voice/data cabling experience preferred.
• Ability to operate and maintain various tools, media devices and testers used to troubleshoot customer hardware/software issues.
• Excellent verbal and written communication skills, documentation skills and a strong sense of urgency in managing and meeting our Service Level Agreements with our clients. The ability to work in adverse repair/installation environments and diffuse stressful situations.
• Must possess the ability to work independently while being a strong team player when needed.
• Must be able to pass various certification tests (Weights & Measures, etc.)
• Must be willing to work flexible schedule (including some evenings, weekend, and holiday hours) and be on-call to support retail clients.

Physical requirements:

• Must be physically able to lift and carry up to 50 pounds, operate from small scissor lifts, and climb a 15' ladder when needed.
• Must be able to sit for extensive periods of time while driving. Must also be able climb a ladder up to 15' high when needed.

About Pomeroy

For over 35 years, Pomeroy has enabled technology that enhances and empowers people in the workplace.

Today we partner with our clients to help them transform from a “one size fits all” delivery model to a personalized human experience that is a differentiator and the key to delivering digital transformation and better business outcomes.

It’s all about delivering an exceptional experience, one that is simple, intuitive and secure – anytime, anyplace and from any device. Our workplace is no longer a physical location or workstation, rather it’s the place where a person can work at any given time with full capacity to do their job productively and effectively.

We deliver that experience by connecting the dots between people and their applications, across a network that is intuitive and automated to where the applications live, today that is in a hybrid IT environment, on premise and in the cloud, with security an integral part of everything we do. We provide managed IT services to support our clients from our locations throughout North America, Latin America and Europe. Our service delivery model combines monitoring, prevention and resolution in an approach that is always aware, proactive and responsive.

Our field engineers support more than 50,000 sites across North America alone and respond to more than 3 million incidents and user requests annually covering 2 million desktops, laptops, smartphones and tablets, servers, printers and other peripherals.

Our expertise connecting the workplace, network and hybrid IT is industry recognized, including Gartner recognition for over 17 years as one of a select few who can deliver agile, quality Managed Workplace Services. And although technology and innovation are key ingredients in our solutions, our people are our greatest asset. Over 3,000 highly motivated and diverse, dedicated to supporting our 700+ clients, from midsize organizations to large, well-known US and global brands, 15 in the Fortune 500.

“The Pomeroy Way” is our guiding principle. It’s a conscious understanding that who we are as individuals and how we choose to interact with others is a direct reflection of who we are as a company and how we will be viewed as an organization. It defines our company and our culture as the place to be, the place to stay and the place to grow.

Learn more at http:www.pomeroy.com