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Pomeroy Technologies LLC
IT Specialist Technician
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Job Description
Role OverviewJoin 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 DoProvideLevel 2 IT supportvia phone, email, and ticketing systems for incidents and service requestsDeliverhands-on deskside supportat the Plymouth, MN officeManage and resolveincidents, service requests, and problemswithin defined SLA/KPI targetsAdministeruser accounts, system access, and permissionsin alignment with corporate standardsTroubleshoot issues acrosshardware, software, and network connectivityenvironmentsEscalate complex issues toLevel 3 support teamswith clear documentation and handoffGuide and support end users ontechnology usage, best practices, and issue preventionPerformroot cause analysisto identify recurring issues and implement long-term solutionsMaintain accuratetechnical documentation, knowledge articles, and resolution logsEnsure compliance withIT security policiesand report any risks or breachesCollaborate with global IT teams to support aconsistent and high-quality user experienceWhat You BringStrongcustomer service mindsetwith a focus on user satisfactionProventroubleshooting and problem-solving skillsin IT environmentsAbility to work bothindependently and collaborativelyin a global teamExcellentcommunication skills(technical and non-technical audiences)Self-starter with strongownership and follow-throughTechnical SkillsExperience supportingWindows OS, Microsoft Office, Outlook, and ExchangeFamiliarity withMicrosoft Teams and collaboration toolsExperience withmobile device management (MDM)solutionsUnderstanding ofnetwork connectivity, PC hardware, and IT infrastructure fundamentalsPrior experience inLevel 2 / second-line supportin a corporate environmentQualificationsAssociate degree in IT or related fieldOR2-3 years of relevant IT support experienceBachelor's degree in IT or related field (preferred)Success in This Role Looks LikeConsistently meeting or exceedingIT and Service Desk KPIsResolving ticketsefficiently and within SLA timelinesBuilding strong relationships withend users and business stakeholdersDemonstrating continuoustechnical growth and performance improvement#LI-DNI
What You'll DoProvideLevel 2 IT supportvia phone, email, and ticketing systems for incidents and service requestsDeliverhands-on deskside supportat the Plymouth, MN officeManage and resolveincidents, service requests, and problemswithin defined SLA/KPI targetsAdministeruser accounts, system access, and permissionsin alignment with corporate standardsTroubleshoot issues acrosshardware, software, and network connectivityenvironmentsEscalate complex issues toLevel 3 support teamswith clear documentation and handoffGuide and support end users ontechnology usage, best practices, and issue preventionPerformroot cause analysisto identify recurring issues and implement long-term solutionsMaintain accuratetechnical documentation, knowledge articles, and resolution logsEnsure compliance withIT security policiesand report any risks or breachesCollaborate with global IT teams to support aconsistent and high-quality user experienceWhat You BringStrongcustomer service mindsetwith a focus on user satisfactionProventroubleshooting and problem-solving skillsin IT environmentsAbility to work bothindependently and collaborativelyin a global teamExcellentcommunication skills(technical and non-technical audiences)Self-starter with strongownership and follow-throughTechnical SkillsExperience supportingWindows OS, Microsoft Office, Outlook, and ExchangeFamiliarity withMicrosoft Teams and collaboration toolsExperience withmobile device management (MDM)solutionsUnderstanding ofnetwork connectivity, PC hardware, and IT infrastructure fundamentalsPrior experience inLevel 2 / second-line supportin a corporate environmentQualificationsAssociate degree in IT or related fieldOR2-3 years of relevant IT support experienceBachelor's degree in IT or related field (preferred)Success in This Role Looks LikeConsistently meeting or exceedingIT and Service Desk KPIsResolving ticketsefficiently and within SLA timelinesBuilding strong relationships withend users and business stakeholdersDemonstrating continuoustechnical growth and performance improvement#LI-DNI