Pomeroy

www.pomeroy.com

1 Job

3,379 Employees

About the Company

Technology is mission-critical to your business so it must work -- continuously. Everything we do -- every assessment, every equipment procurement, every service outcome -- is focused on keeping your organization running smoothly and staying productive. Your dedicated Pomeroy team carefully monitors your workplace so we not only optimize efficiencies but also pre-empt issues before your work is interrupted. We're where you need us, ensuring business continuity often before the effects of an issue are ever felt. When something does happen, we immediately jump in and get your business technology back to full speed. You can be confident that a Pomeroy partnership brings the right level of tailored IT support specific to your business. And as your business grows and the world changes, we help evolve your IT capabilities so your business runs non-stop into the future.

Listed Jobs

Company Name: Pomeroy
Job Title: Information Technology Service Desk
Job Description: **Job Title:** Information Technology Service Desk **Role Summary:** Remote Service Desk Technician on long‑term contract, providing first‑line technical assistance to employees. Responsible for promptly diagnosing, resolving, and documenting IT incidents (hardware, software, telecommunications) to minimize business disruption. Acts as the initial point of contact for all internal users and coordinates with higher‑level support when escalation is required. **Expectations:** - Deliver high‑quality, time‑critical support across phone, email, and web channels. - Maintain accurate, up‑to‑date records of all interactions and troubleshooting steps in the ITSM tool. - Consistently meet or exceed incident resolution targets and SLA expectations. - Demonstrate strong communication skills, both verbal and written, to explain technical issues to non‑technical stakeholders. - Follow established policies, procedures, and escalation protocols. - Participate in shift coverage (6 AM‑3 PM EST Monday/Tuesday/Friday/Saturday/Sunday or 8 PM‑10 AM EST Friday–Sunday). **Key Responsibilities:** - Receive, triage, and resolve inbound support requests via telephone, email, and web. - Log every contact, issue details, and resolution steps in ServiceNow. - Install and update software applications using SCCM package deployment. - Diagnose hardware, software, and network problems; determine root cause and implement fix. - Escalate unresolved incidents to appropriate network or system support teams. - Communicate incident impact and expected resolution time to users. - Identify and report emerging incident trends to management. - Follow management guidance and maintain compliance with all internal procedures. **Required Skills:** - Proficiency with IT Service Management (ServiceNow) and configuration management (SCCM). - Strong troubleshooting skills for Windows, macOS, and common peripheral hardware. - Basic networking knowledge (TCP/IP, LAN/WAN, VPN). - Excellent written and verbal communication; ability to draft clear support tickets, incident reports, and user instructions. - Customer‑service oriented with the ability to manage user expectations under pressure. - Ability to analyze technical documents and produce concise reports or procedures. - Self‑directed and capable of making independent decisions within established guidelines. **Required Education & Certifications:** - High‑school diploma or GED (or equivalent). - Up to one year of related IT support experience or training acceptable. - Desired certifications: CompTIA A+, ITIL Foundation, or equivalent.