What are the responsibilities and job description for the Information Technology Support Specialist position at Pomeroy?
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
· Associate degree in IT.
· Minimum of 1 year enterprise IT helpdesk experience. Experience in healthcare is preferred.
· Proficient in common IT systems, software, hardware, peripherals, and troubleshooting methods.
· Ability to work independently, manage priorities, and document technical issues.
· Ability to travel to on-site locations as needed.
· Ability to stand for extended periods, kneel, lift, and move up to 50 pounds.
· Current certification or ability to attain certification in MCDST, or MCP, or A
· Current working job knowledge/proficiency in:
- Microsoft Office 365; OS, Windows 10/11
- Working knowledge of HP, Lenovo, Dell workstations and Laptops (Hardware and Software)
o Remote desktop solutions
o Knowledge of Active directory (password resets, account creation etc.)
o Windows networked environment
o Basic working knowledge of VOIP phones and Webex (VM password resets)
o Knowledge of Apple IOS
o Experience in Ticketing applications
o VPN
o Understanding of shared network drives
o Printers/Scanners (Hardware and Software)
o SharePoint
o OneDrive
o Knowledge of antivirus and internet security solutions
o Email security software
o Understanding of Bitlocker and recovery
