Job Description
Pomeroy is in need of a remote Level 1 HELP DESK/ SERVICE DESK ASSOCIATES for a multi year contract. SERVICE DESK ASSOCIATES will be responsible for providing technical support for hardware, software, printer, and network connectivity issues. The position’s focus is on technical phone and chat support to our client’s employees.
This position has remote options for candidates in the Cleveland, OH area.
ESSENTIAL JOB FUNCTION:
Resolve incoming client calls
Focus on the delivery of excellent customer service.
Consistently utilize troubleshooting skills and tools for maximum efficiency and effectiveness.
Assess initial impact on incident record; sets record priority level as well as escalates in a timely manner.
Promptly notify Incident Team of priority issues after collecting required information for escalation.
Follow Incident Record Documentation Standards utilizing company ticketing system.
Take ownership and responsibility of client technical issues.
-Independently make decisions on course of action to get the client back in to production in a timely manner.
-Ability to troubleshoot Remote Access (including Wireless) and home network components.
-Working knowledge of Microsoft products; Word, Excel, Office.
QUALIFICATIONS:
Tech School OR IT Certifications preferred
1 to 3 years’ experience in a Helpdesk/Service Desk environment
Effective telephone & communication skills
Strong knowledge of standard PC hardware/software/operating systems
Effective listening skills
Ability to work in a fast-paced & high-volume environment
Company Description
Founded in 1981, Pomeroy provides high quality managed IT infrastructure services, professional and staffing services and procurement and logistics services, and is a recognized leader in the service desk and managed desktop services markets. Pomeroy is based in Hebron KY, in the Cincinnati OH metro area. Learn more about Pomeroy at https://www.pomeroy.com/managed-workplace-services/it-staffing-services/.