What are the responsibilities and job description for the Information Technology Support Technician position at Pomeroy?
We are currently seeking an onsite IT Support Technician in Charlotte, NC for a direct-hire, full-time opportunity. The IT Support Technician is responsible for providing IT 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.
Note: Up to 10% regional travel may be required. Employees should have reliable transportation and a valid driver's license.
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.
- Potential travel to company locations with the area as needed to perform hands-on maintenance and support tasks. (10% travel to Raleigh, Greenville, Knoxville when needed)
- Assist and train end users to solve problems and increase their self-reliance.
Minimum Qualifications
- 5 years enterprise IT support experience.
- 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 (mileage will be reimbursed)
- Ability to stand for extended periods, kneel, lift, and move up to 50 pounds.
- Current working job knowledge/proficiency in: Microsoft Office 365, Windows 10/11
- Working knowledge of HP, Lenovo, Dell workstations and Laptops (Hardware and Software)
- Experience with remote desktop solutions, Active Directory, Windows networked environment.
- Onsite training at Cincinnati, OH HQ may be requested
Salary : $60,000 - $75,000
