Remote & Desk-Side IT Support Specialist

Pomeroy; Plymouth (MN); On-site; USD 52,000 - 78,000; Full time

Job summary

Pomeroy in Plymouth, MN is seeking an IT support professional to provide Level 2 support and hands-on deskside and remote assistance in a fast-paced, global environment.

You will handle incidents and service requests within SLA, manage user accounts, and collaborate with global IT teams to ensure a consistent, high-quality user experience. The role emphasizes customer service and strong troubleshooting skills.

Qualifications

• Associate degree in IT or related field, or 2–3 years IT support experience.
• Bachelor’s degree in IT or related field preferred.
• Strong customer service mindset with focus on user satisfaction.
• Excellent communication skills for technical and non-technical audiences.
• Experience with Windows OS, Microsoft Office, Outlook, and Exchange.

Responsibilities

• Provide Level 2 IT support via phone, email, and ticketing systems.
• Deliver hands-on deskside support at the Plymouth, MN office.
• Manage incidents, service requests, and problems within SLA/KPI targets.
• Administer user accounts, system access, and permissions.
• Troubleshoot hardware, software, and network connectivity issues.
• Escalate complex issues to Level 3 support with proper handoff.
• Guide end users on technology usage, best practices, and issue prevention.
• Maintain technical documentation and knowledge articles.

Skills

Customer service

Troubleshooting

Communication

Independent work

Team collaboration

Education

Associate degree in IT

Bachelor’s degree in IT (preferred)

Tools

MDM solutions

Microsoft Teams

Windows OS

Job description

Pomeroy in Plymouth, MN is seeking an IT support professional to provide Level 2 support and hands-on deskside and remote assistance in a fast-paced, global environment.

You will handle incidents and service requests within SLA, manage user accounts, and collaborate with global IT teams to ensure a consistent, high-quality user experience. The role emphasizes customer service and strong troubleshooting skills.