Join a high-performing IT support team delivering both hands-on and remote technical support in a fast-paced, global environment. This role is ideal for a customer-focused IT professional who enjoys troubleshooting, solving problems, and working directly with end users and infrastructure systems.
What You’ll Do- Provide Level 2 IT support via phone, email, and ticketing systems for incidents and service requests
- Deliver hands-on deskside support at the Baltimore site, with occasional onsite support in Waynesboro, PA
- 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
- Strong customer service mindset with a focus on user satisfaction
- Proven troubleshooting and problem-solving skills in IT environments
- Ability to work both independently and collaboratively in a global team
- Excellent communication skills (technical and non-technical audiences)
- Self-starter with strong ownership and follow-through
- Experience supporting Windows OS, Microsoft Office, Outlook, and Exchange
- Familiarity with Microsoft Teams and collaboration tools
- Knowledge of Cisco Unified Communications (voice/telephony)
- Experience with mobile device management (MDM) solutions
- Understanding of network connectivity, PC hardware, and IT infrastructure fundamentals
- Prior experience in Level 2 / second-line support in a corporate environment
- 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)
- Consistently meeting or exceeding IT and Service Desk KPIs
- Resolving tickets efficiently and within SLA timelines
- Building strong relationships with end users and business stakeholders
- Demonstrating continuous technical growth and performance improvement
Top Skills
What We Do
Technology is mission-critical to your business so it must work — continuously. That’s why Pomeroy is always working. Everything we do — every assessment, every equipment procurement, every service outcome — is focused on keeping your organization running smoothly and staying productive. Your dedicated Pomeroy team carefully monitors your workplace so we not only optimize efficiencies but also pre-empt issues before your work is interrupted. We’re where you need us, ensuring business continuity often before the effects of an issue are ever felt. When something does happen, we immediately jump in and get your business technology back to full speed. You can be confident that a Pomeroy partnership brings the right level of tailored IT support specific to your business. And as your business grows and the world changes, we help evolve your IT capabilities so your business runs non-stop into the future.
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