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# IT Support Technician

- **Company:** Pomeroy Assoc., L.P.
- **Location:** Marcy, NY, United States
- **Experience:** Experienced
- **Salary:** $58,240.0 - $62,400.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Outlook, Collaborative Software, Microsoft Office, Network Connections, Computer Equipment, Information Technology, User Accounts
- **Published:** July 24, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=afd3f5eae6058e27

## About the Role

* 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

Technical Skills

 * Experience supporting Windows OS, Microsoft Office, Outlook, and Exchange
 * Familiarity with Microsoft Teams and collaboration tools
 * 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
 * 4-5 years of relevant IT support experience
 * Bachelor's degree in IT or related field (preferred)

Success in This Role Looks Like

 * 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

## Description

* Provide Level 2 IT support via phone, email, and ticketing systems for incidents and service requests
 * Deliver hands-on deskside support
 * 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


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