What are the responsibilities and job description for the IT Specialist position at Pomeroy?
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
What You Bring
Technical Skills
Qualifications
Success in This Role Looks Like
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.
- ProvideLevel 2 IT supportvia phone, email, and ticketing systems for incidents and service requests
- Deliverhands-on deskside supportat the Ames, IAoffice
- Manage and resolveincidents, service requests, and problemswithin defined SLA/KPI targets
- Administeruser accounts, system access, and permissionsin alignment with corporate standards
- Troubleshoot issues acrosshardware, software, and network connectivityenvironments
- Escalate complex issues toLevel 3 support teamswith clear documentation and handoff
- Guide and support end users ontechnology usage, best practices, and issue prevention
- Performroot cause analysisto identify recurring issues and implement long-term solutions
- Maintain accuratetechnical documentation, knowledge articles, and resolution logs
- Ensure compliance withIT security policiesand report any risks or breaches
- Collaborate with global IT teams to support aconsistent and high-quality user experience
- Strongcustomer service mindsetwith a focus on user satisfaction
- Proventroubleshooting and problem-solving skillsin IT environments
- Ability to work bothindependently and collaborativelyin a global team
- Excellentcommunication skills(technical and non-technical audiences)
- Self-starter with strongownership and follow-through
- Experience supportingWindows OS, Microsoft Office, Outlook, and Exchange
- Familiarity withMicrosoft Teams and collaboration tools
- Experience withmobile device management (MDM)solutions
- Understanding ofnetwork connectivity, PC hardware, and IT infrastructure fundamentals
- Prior experience inLevel 2 / second-line supportin a corporate environment
- Associate degree in IT or related fieldOR
- 2-3 years of relevant IT support experience
- Bachelor's degree in IT or related field (preferred)
- Consistently meeting or exceedingIT and Service Desk KPIs
- Resolving ticketsefficiently and within SLA timelines
- Building strong relationships withend users and business stakeholders
- Demonstrating continuoustechnical growth and performance improvement
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