IT Support Specialist (Level 2) - Desk-side & Remote Help

Pomeroy

Ames (IA)

On-site

USD 52,000 - 76,000

Full time

4 days ago

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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