Information Technology Specialist

Pomeroy; Milwaukee (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

Pomeroy in Milwaukee is seeking a skilled IT professional for second-line support across global environments. You will resolve incidents, manage service requests, and guide users on PC hardware and software, including Windows OS, Exchange, Teams, and network connectivity.

This role emphasizes ownership, teamwork, and a strong customer mindset. Requires a 2-year IT degree or 2-3 years' experience; a bachelor’s in IT is preferred.

Qualifications

• 2-year degree in IT related field (required) or 2-3 years of experience (required).
• Bachelor's degree in IT related field (preferred).
• Experience supporting users in a global second line IT support role.

Responsibilities

• Receive, register, and work on user requisitions by Phone, Email and other channels as second line support.
• Administer users, systems and user rights per client standards.
• Work on Incidents, Service Requests, Problems and other tasks; escalate properly when needed.
• Advise and instruct users in product, systems and technology usage.

Skills

Second line IT support

Windows OS

Microsoft Exchange

Networking basics

Education

2-year IT degree

Bachelor's degree in IT (preferred)

2-3 years experience

Tools

Active Directory

Microsoft 365

Job description

• Achieve goals/targets defined as IT KPIs and Global Service Desk KPIs
• Resolve Incidents, Service Requests, and other tasks within their deadlines.
• Good relationship with business partners and co-workers.
• Show strong performance and development in all planned objectives.

Key Tasks & Responsibilities:

• Receive, register, and work on user requisitions by Phone, Email and other channels acting as second line support.
• Responsibility for administration of users, systems and user rights in accordance with client 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 & hardware)
• Ensure proper escalation and handover of cases from second line to the correct expert (third line).
• Provide general local on-site and hands-on IT support at our client's facility in Milwaukee also assisting in the resolution of IT infrastructure incidents.
• Identify errors and use root cause analysis to deliver high quality IT solutions, create high quality documentation of systems, processes, and error resolutions
• Ensure compliance with security policies as described in Client's Corporate Standards as related to PC clients, and other client IT systems and report any breaches to client Security
• Exceptional Service and Customer mindset
• Ability to work in a global and ever-changing environment
• Able to work independently but also a good team player
• Self-driven and able to take ownership of tasks and see them through to completion
• In-depth understanding of PC architecture and basic understanding of IT infrastructure concepts
• Technical experience supporting users globally in second line support.
• Technical experience supporting IT hardware and software including but not limited to Microsoft products and solutions such as Windows OS, Office and Outlook in a Microsoft Exchange environment, Teams, Cisco Unified Communications, Mobile Management solutions, network connectivity and infrastructure.

Education & Experience

2-year degree in IT related field (required)

OR

2-3 years of experience (required)

Bachelors degree in IT related field (preferred)