Pomeroy IT Solutions is a leading provider of advanced technology services focused on IT Outsourcing, Infrastructure Services, Consulting Solutions, Product Procurement and Logistics, and IT Staffing. Pomeroy's consultative approach delivers information technology solutions through the disciplines of ISO9000, ITIL, HDI and PGMP practices, enabling Fortune 1000 corporations, government entities, and mid-market clients to increase productivity, reduce costs, and improve profitability.

Our Global Service Center (GSC) provides a variety of support services across a wide array of hardware and software products. We staff our GSC with talented professionals trained to deliver high quality support services 24/7/365. Our Service Desks have 300+ analysts who currently handle more than 1.8 million calls per year for customers, ranging from small and mid-sized businesses to large enterprise accounts. Our service desk covers our customers across 65 countries and in 9 languages.

As a Service Desk provider, Pomeroy offers a global single point of contact service, Level 1 and Level 2 technical support, multilingual call support, self-service/Level 0 support & off-hours/weekend/overflow support.

We continually are maturing our processes and certification levels to help our clients stay competitive. Pomeroy’s GSC delivers and supports our clients through our HDI-certified team and our adherence to ITIL standards. In 2010, Pomeroy’s service center expects to be HDI certified in order to provide our clients with streamlined IT operational support.

We're looking for dedicated, hard-working individuals who will help us achieve our goal of being the best IT provider in America. We offer employer paid life insurance and long-term disability. We also offer medical, dental, short-term disability, flexible spending, 401(k).

Due to new growth, we are seeking qualified candidates for Technical Help Desk opportunities. These are regular, full-time positions offering a competitive pay and benefit package and a professional work environment. Candidates should possess the following:

• Solid Microsoft Office Suite knowledge
• Outstanding telephone communication skills
• Strong Customer Service orientation, putting the customer first
• Technical knowledge of computer hardware, software and “break-fix” experience (certifications are a plus!)
• Dedication and commitment in contributing to an outstanding team of professionals


Additional position information is as follows:

SUMMARY OF ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Answer incoming customer inquiries via telephone, email and/or web concerning network password, telephony, voice mail, printing and computer related issues. Must be able to diagnose and resolve moderately complex system hardware, software, and network related issues.
2. Interface extensively with end users, peers, computer technicians and other Information Technology personnel for the resolution or escalation of desktop and software related problems.
3. Assist with all aspects of technical support.
4. Play an occasional contributing role on projects of low to moderate degrees of complexity.
5. Maintain accurate records and calls logs for management reporting.
6. As needed, instruct end users in the appropriate use of equipment, software, and/or reference materials.
7. Assume additional responsibilities as assigned.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

1. Requires a comprehensive knowledge of computer hardware/ software concepts.
2. Exceptional verbal and written communication skills
3. Ability to multi-task and be flexible with assigned work schedule
4. Ability to work in a team environment
5. Requires strong initiative, detail orientation, ability to interpret problems and decisive decision-making skills.

To apply, please send your resume to Matt Keller, Technical Recruiter, at mkeller@pomeroy.com


An Equal Opportunity Employer M/F/D