Information Technology Specialist
Pomeroy
Job Description
Is this the role you are looking for If so read on for more details, and make sure to apply today.
Role Overview
Join 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 Do
- Provide Level 2 IT support via phone, email, and ticketing systems for incidents and service requests
- Deliver hands-on deskside support at the Ames, IA office
- Manage and resolve incidents, service requests, and problems within defined SLA/KPI targets
- Administer user accounts, system access, and permissions in alignment with corporate standards
- Troubleshoot issues across hardware, software, and network connectivity environments
- Escalate complex issues to Level 3 support teams with clear documentation and handoff
- Guide and support end users on technology usage, best practices, and issue prevention
- Perform root cause analysis to identify recurring issues and implement long-term solutions
- Maintain accurate technical documentation, knowledge articles, and resolution logs
- Ensure compliance with IT security policies and report any risks or breaches
- Collaborate with global IT teams to support a consistent and high-quality user experience
What You Bring
- Strong customer service mindset with a focus on user satisfaction
- Proven troubleshooting and problem-solving skills in IT environments
- Ability to work both independently and collaboratively in a global team
- Excellent communication skills (technical and non-technical audiences)
- Self-starter with strong ownership and follow-through
Technical Skills
- Experience supporting Windows OS, Microsoft Office, Outlook, and Exchange
- Familiarity with Microsoft Teams and collaboration tools
- Experience with mobile device management (MDM) solutions
- Understanding of network connectivity, xhyhwjd PC hardware, and IT infrastructure fundamentals
- Prior experience in Level 2 / second-line support in a corporate environment
Qualifications
- Associate degree in IT or related field OR
- 2–3 years of relevant IT support experience
- Bachelor's degree in IT or related field (preferred)
Success in This Role Looks Like
- Consistently meeting or exceeding IT and Service Desk KPIs
- Resolving tickets efficiently and within SLA timelines
- Building strong relationships with end users and business stakeholders
- Demonstrating continuous technical growth and performance improvement
Vacancy posted 4 days ago
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