IT Service Desk Specialist

Job Description

We have a 1099 contractor opportunity with a Pomeroy client for an onsite Service Desk Technician in Avon Lake, OH. The Service Desk Technician is the customers’ champion in addressing IT related needs. This position provides professional and effective IT Service Desk support services to the end users via telephone, email or remote access on a variety of technical issues and problems.

1099 Rate: $20-$25/hr

Hours: between 7:00am and 5:30pm (Mon-Fri) based on end user needs

• Provides level 1 customer and technical support, including how-to questions, to customers through inbound phone and email requests.
• Independently identifies, troubleshoots, documents, and replicates simple to complex customer problems and then resolves or escalates complex problems according to escalation procedures.
• Applies existing technical skills and begins to develop advanced skills using tools and equipment appropriate for the position.
• Retains ownership of all cases throughout the resolution process which may require follow-up with customers and involvement with other IT groups.
• Reports enhancement requests and defects received from customers regarding hardware, applications or documentation and communicate to appropriate IT personnel.
• Participates in the knowledge creation and maintenance process.
• Carries out level 1 tasks such as password changes, user account creations, deletions, archiving, assisting users with additional and removal of printers on a PC, assisting users with commercial software and mission-critical system issues.
• Participates in the continuous improvement of Service Desk processes, communications and relationships with both customers and the rest of IT.
• Acts as executive (c-suite) IT support back-up and is responsible for providing executive IT support when the primary Executive Support Analyst is out of the office or otherwise unavailable.
• Enter, track and maintain incident tickets in Service Now ticketing system.

• 1-5 years’ experience troubleshooting in a help desk/service desk environment.
• Strong experience in troubleshooting MS Office (Outlook, Word, Excel, PowerPoint, etc.).
• Strong desktop support knowledge including hardware, software, and networking concepts.
• Remote desktop connectivity applications like SMS, Bomgar, Live Meeting, and Windows native tools for escalations.
• Strong customer service skills.
• Strong written and verbal communication skills.

Pomeroy is a global provider of technology solutions and services designed to keep businesses and their workforce always connected, always secure, and always working. Our team of 2000 professionals advises, deploys, monitors, manages, and recruits talent for more than 50,000 client locations across North America and Europe.

Our decades of experience walking alongside our clients have earned us lasting relationships and high satisfaction ratings.