Information Technology Specialist

Pomeroy; Ames (IA); On-site; USD 52,000 - 76,000; Full time

Job summary

Pomeroy in Ames, IA is seeking a customer-focused IT professional to provide Level 2 support to end users and support infrastructure.

You will troubleshoot issues across hardware, software, and networks while delivering hands-on deskside help and remote assistance. The role emphasizes strong communication, documentation, and adherence to SLAs, with opportunities to grow technical skills in a global IT team.

Qualifications

• Associate degree in IT or related field OR
• 2–3 years of relevant IT support experience
• Bachelor’s degree in IT or related field (preferred)

Responsibilities

• Provide Level 2 IT support via phone, email, and ticketing systems for incidents and service requests
• Deliver hands-on deskside support at the Ames, IA office
• Manage and resolve incidents, service requests, and problems within defined SLA/KPI targets
• Administer user accounts, system access, and permissions in alignment with corporate standards
• Troubleshoot issues across hardware, software, and network connectivity environments
• Escalate complex issues to Level 3 support teams with clear documentation and handoff
• Guide and support end users on technology usage, best practices, and issue prevention
• Perform root cause analysis to identify recurring issues and implement long-term solutions
• Maintain accurate technical documentation, knowledge articles, and resolution logs
• Ensure compliance with IT security policies and report any risks or breaches
• Collaborate with global IT teams to support a consistent and high-quality user experience

Skills

Customer service

Troubleshooting

Independent work

Communication

Ownership

Education

Associate degree in IT or related field

Bachelor's degree in IT or related field (preferred)

Tools

Windows OS

MS Office / Outlook / Exchange

Microsoft Teams

MDM

Job description

Join a high-performing IT support team delivering both hands-on and remote technical support in a fast-paced, global environment. This role is ideal for a customer-focused IT professional who enjoys troubleshooting, solving problems, and working directly with end users and infrastructure systems.

What You’ll Do

• Provide Level 2 IT support via phone, email, and ticketing systems for incidents and service requests
• Deliver hands-on deskside support at the Ames, IA office
• Manage and resolve incidents, service requests, and problems within defined SLA/KPI targets
• Administer user accounts, system access, and permissions in alignment with corporate standards
• Troubleshoot issues across hardware, software, and network connectivity environments
• Escalate complex issues to Level 3 support teams with clear documentation and handoff
• Guide and support end users on technology usage, best practices, and issue prevention
• Perform root cause analysis to identify recurring issues and implement long-term solutions
• Maintain accurate technical documentation, knowledge articles, and resolution logs
• Ensure compliance with IT security policies and report any risks or breaches
• Collaborate with global IT teams to support a consistent and high-quality user experience

What You Bring

• Strong customer service mindset with a focus on user satisfaction
• Proven troubleshooting and problem-solving skills in IT environments
• Ability to work both independently and collaboratively in a global team
• Excellent communication skills (technical and non-technical audiences)
• Self-starter with strong ownership and follow-through

Technical Skills

• Experience supporting Windows OS, Microsoft Office, Outlook, and Exchange
• Familiarity with Microsoft Teams and collaboration tools
• Experience with mobile device management (MDM) solutions
• Understanding of network connectivity, PC hardware, and IT infrastructure fundamentals
• Prior experience in Level 2 / second-line support in a corporate environment

Qualifications

• Associate degree in IT or related field OR
• 2–3 years of relevant IT support experience
• Bachelor’s degree in IT or related field (preferred)

Success in This Role Looks Like

• Consistently meeting or exceeding IT and Service Desk KPIs
• Resolving tickets efficiently and within SLA timelines
• Building strong relationships with end users and business stakeholders
• Demonstrating continuous technical growth and performance improvement