Walk-Up IT Support Specialist

pomeroy; Mount Pleasant (WI); On-site; USD 52,000 - 62,000; Full time

Job summary

Pomeroy is seeking a customer-focused IT Support Technician to provide face-to-face Walk-Up help and remote assistance as needed. You will diagnose issues, manage escalations, and document actions in ServiceNow while maintaining strong end-user service and technical standards.

You will handle imaging, device setup, PC refreshes, asset tracking, and weekly data center checks. The role requires clear communication and organizational skills in a fast-paced environment.

Qualifications

• Must be a self starter, detail-oriented, able to handle a variety of tasks in an efficient, accurate manner while working and delivering to deadlines.
• Demonstrate strong customer service skills by acting in a professional manner when interacting with end users.
• Must possess exceptional written and verbal communication skills (in English).
• Ability to quickly learn and acquire expertise in client's custom applications.
• Strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
• Knowledge of ServiceNow preferred -- experience with similar ticket-tracking/request system workflow tools considered.

Responsibilities

• Provide Walk-Up support for end users requiring immediate assistance during business hours.
• Troubleshoot any problems or issues that arise with Windows and Chrome based devices.
• Documenting any troubleshooting and corrective actions taken to resolve Windows desktop/laptop issues using the ServiceNow system.
• Provide support for audio/visual equipment (Google Meet and Chrome For Meeting devices).
• Perform imaging and basic setup on new devices for end users.
• Perform PC refreshes, including imaging a device, installing software and performing other configuration as necessary to provide a seamless PC exchange with the end user.
• Perform asset and inventory management on PCs and peripherals in the stockroom.
• Perform weekly data center checks that include verifying room cleanliness, network devices are operational, UPS devices are functioning, and no other alarms or alerts are taking place.
• Manage asset lifecycle, including asset intake, retirement and disposal.
• Support remote end users as needed.
• Escalate unresolved issues to management and various technical support teams.

Job description

Pomeroy is seeking a customer-focused IT Support Technician to provide face-to-face Walk-Up help and remote assistance as needed. You will diagnose issues, manage escalations, and document actions in ServiceNow while maintaining strong end-user service and technical standards.

You will handle imaging, device setup, PC refreshes, asset tracking, and weekly data center checks. The role requires clear communication and organizational skills in a fast-paced environment.