Pomeroy · 13 hours ago
Level 1 Helpdesk Technician
United States
Full-time
Remote
Entry Level
1+ years expPomeroy is a company seeking a Level 1 Helpdesk Technician to provide 1st level remote support to end users. The role involves responding to inbound incident requests, troubleshooting issues, and ensuring customer satisfaction through effective communication and problem-solving.
Consulting
Responsibilities
Responding to inbound incident requests within defined SLA’s
Customer Service: including customer-oriented telephone and email/chat abilities that respond quickly, competently and patiently to customer requests
Customer identification and verification of problem through probing questions and effective listening skills, while using provided processes and/or systems
Problem solving: gathering information, evaluating options and offering solutions
Providing technical support to Enterprise End Users: Standard Windows Operating systems, Commercial Off the Shelf (COTS) software, Active Directory, Password Resets, Wired and Wireless Network support
Troubleshooting computers, printers and connectivity issues
Qualification
Required
High Speed Internet Connection
Background security check and drug screening are required
General technical skills – Windows 10 and 11, MS Office Suite, Exchange, Active Directory, Networking, Wired and Wireless, Desktop and Laptop basic HW knowledge, Google Suite
Specific technical skills – Basic knowledge of Multifactor Authentication (MFA) Single sign on (SSO), mobile app usage
Excellent customer service skills including telephone etiquette, listening skills, empathy, sense of urgency and enthusiasm
Excellent verbal and written communication skills in order to communicate effectively with end-users, peers, management, and client personnel
Ticket documentation experience
Accuracy in spelling, grammar, pronunciation & enunciation is a necessity. High level of reading and comprehension. Clear and concise ticket documentation is critical
Demonstrated organization and work prioritization skills
Ability to utilize available resources
Must be both team-oriented and self-motivated
Flexibility
Must work independently with minimum supervision
Effectively using Remote Desktop Management (RDM) tools
Ability to work in a fast paced environment with frequent changes
Must be able to determine incident criticality or escalate action to secure the appropriate resolution provider, using the tools provided
Technical School or College Degree
1 to 2 years technical help desk or equivalent experience
Experience using Remote tools
Background security check required
Prior experience on Software and Hardware for Mobile Devices, Desktops, Workstations, Notebooks and Printers
Experience with Microsoft Office(Outlook, Word, and Excel, O365 a plus)
Preferred
Bi-lingual skills for English/Spanish and English/French are a plus
Company
Pomeroy
Technology is mission-critical to your business so it must work — continuously.
1001-5000 employees
H1B Sponsorship
Pomeroy has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
2022 (2)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Clearlake Capital Group
2015-10-26Acquired
2013-07-01Private Equity
Leadership Team
Tom Signorello
Chairman & Chief Executive Officer
Recent News
2026-01-11
Company data provided by crunchbase