What are the responsibilities and job description for the IT Support Specialist position at Pomeroy Technologies?
Summary
The IT Support Specialist position is responsible for providing tier I support to end-users requiring technical assistance. The primary focus of this position is to provide customer service, ticket triage, and problem resolution by communicating with users at every level for all types of requests in a friendly, professional, and timely manner.
Job Responsibilities
- Respond to requests for IT support on applications, hardware, peripherals, and data by phone, email, text notification, and in person. Carefully document requests and track progress through resolution and end user satisfaction.
- Prioritize requests based on issue severity, potential impact, management direction and business goals.
- Resolve issues by directly interacting with end users, applications, servers, network infrastructure, and business systems or thru remote management tools.
- Maintain working relationships with IT service and application vendors, utilizing these resources to expedite problem resolution and deliver specialized skills to all problem domains.
- Perform administrative functions and upgrades within application systems to adapt to current business needs and avoid disruption of business processes.
- Develop strong understanding of applications and business departmental needs, to serve as a liaison between departments and enabler for productive use of technology systems.
- Participation in on-call, after hours schedule for break / fix and maintenance activities.
- Travel to multiple company locations as needed to perform hands-on maintenance and support tasks.
- Assist and train end users to solve problems and increase their self-reliance.
Minimum Qualifications
LI-DNI
