IT Specialist

IT Support RoleJoin a high-performing IT support team delivering both hands-on and remote technical support in a fast-paced, global environment. This role is ideal for a customer-focused IT professional who enjoys troubleshooting, solving problems, and working directly with end users and infrastructure systems.What You'll DoProvide Level 2 IT support via phone, email, and ticketing systems for incidents and service requestsDeliver hands-on deskside support at the Ames, IA officeManage and resolve incidents, service requests, and problems within defined SLA/KPI targetsAdminister user accounts, system access, and permissions in alignment with corporate standardsTroubleshoot issues across hardware, software, and network connectivity environmentsEscalate complex issues to Level 3 support teams with clear documentation and handoffGuide and support end users on technology usage, best practices, and issue preventionPerform root cause analysis to identify recurring issues and implement long-term solutionsMaintain accurate technical documentation, knowledge articles, and resolution logsEnsure compliance with IT security policies and report any risks or breachesCollaborate with global IT teams to support a consistent and high-quality user experienceWhat You BringStrong customer service mindset with a focus on user satisfactionProven troubleshooting and problem-solving skills in IT environmentsAbility to work both independently and collaboratively in a global teamExcellent communication skills (technical and non-technical audiences)Self-starter with strong ownership and follow-throughTechnical SkillsExperience supporting Windows OS, Microsoft Office, Outlook, and ExchangeFamiliarity with Microsoft Teams and collaboration toolsExperience with mobile device management (MDM) solutionsUnderstanding of network connectivity, PC hardware, and IT infrastructure fundamentalsPrior experience in Level 2 / second-line support in a corporate environmentQualificationsAssociate degree in IT or related field OR2–3 years of relevant IT support experienceBachelor's degree in IT or related field (preferred)Success in This Role Looks LikeConsistently meeting or exceeding IT and Service Desk KPIsResolving tickets efficiently and within SLA timelinesBuilding strong relationships with end users and business stakeholdersDemonstrating continuous technical growth and performance improvement Pomeroy Technologies