IT Support Specialist

Pomeroy; Tallahassee, Northern (FL, KY); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Pomeroy is seeking an IT Specialist to deliver IT service and support for employees across regions, with hands-on on-site work in Tallahassee, FL. You will resolve incidents, manage requests, and guide users in software and hardware usage.

The role emphasizes root cause analysis, documentation, and adherence to security policies while collaborating in a global environment.

Qualifications

• 2-year degree in IT related field (required)
• 2-3 years of experience (required)
• Bachelor's degree in IT related field (preferred)

Responsibilities

• Receive, register, and work on user requests by phone, email, and other channels as second line support.
• Administer users, systems and user rights per company standards.
• Work on incidents, service requests, problems, and related tasks.
• Advise and instruct users in products and technology (software & hardware).
• Ensure proper escalation to third line.
• Provide on-site IT support at Tallahassee facility.
• Document root cause analyses and resolutions.
• Ensure security policy compliance and report breaches.

Skills

IT support

Root cause analysis

Documentation

Team player

Self-driven

Customer service mindset

Education

2-year IT degree

2-3 years experience

Bachelor's IT degree (preferred)

Tools

Windows OS

Microsoft Office / Outlook (Exchange)

Cisco Unified Communications

Mobile Management solutions

IT infrastructure concepts

Network connectivity

Job description

IT Specialist

Purpose: Deliver world class IT service and support to the employees independent of region, country, or site. Ensure end user satisfaction and business operation by delivering full, end-to-end resolution of incidents and requests. Provide technical support for office and manufacturing environments via phone, email, chat, or in-person.

Success Criteria

• 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 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 & 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 facility in Tallahassee, FL, 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 Corporate Standards as related to PC clients, and other IT systems and report any breaches to Security
• Exceptional Service and Customer mind-set
• 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)
• 2-3 years of experience (required)
• Bachelors degree in IT related field (preferred)