Job description

Pomeroy is currently seeking an experienced IT Support Technician to fulfill an excellent contract opportunity!

This person will be responsible for delivering IT services and support by taking calls, emails, and in-person requests, leading the people to full resolution end-to-end within IT, ensuring end users satisfaction and business operations.

Day to Day Responsibilities:

Work on user requests by phone, email, and other channels acting as first line of support

Responsible for administration of users, and user rights in accordance with company standards

Work and follow-up on incidents, service requests, problems, and other tasks that may be assigned

Advise, guide, and/or instruct users in the usage of products, systems, and technology (software and hardware)

Ensure proper escalation and handover of cases to second line expert

Provide general local on-site and hands-on IT support

Identify errors and use root cause to deliver high quality IT solutions, create high quality documentation of systems, processes, and error resolutions

Achieve goals/targets defined by client

Required Skills:

3+ years of hands-on experience in similar role

Experience using ticketing system

In-depth understanding of PC architecture and basic understanding of IT infrastructure concepts

Knowledge and experience in ITIL

Technical experience supporting users globally in first and second line support

Technical experience supporting IT hardware and software including: Microsoft products such as Windows OS, Office, and Outlook in a Microsoft Exchange environment, Lync, Cisco Unified Communications, Mobile Management solutions, network connectivity and infrastructure

Able to work independently and in a team

Excellent communication skills

Strong troubleshooting skills

Excellent customer service skills

Job Type: Contract

Pay: $23.00 - $25.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Ames, IA: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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