Help Desk Support (Entry Level)

Pomeroy - Hebron, KY (30+ days ago)3.4

Service Desk Support – Tier I

General Function:

Under general supervision, the Service Desk Support I - Tier I analyst will provide first line support for clients, following process to document and resolve technical issues relating to hardware, software, network, or general computer usage through various contract methods.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

  • Provide exceptional and professional customer service to our clients
  • Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool
  • Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
  • Escalate issues, situations, or problems requiring urgent attention to Level II Analysts, Team Leads or Service Desk Managers
  • As process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
  • Collaborate effectively with other service desk team members to resolve and document unfamiliar issues.
  • Participate in ongoing training for service desk operations
  • Work on projects or tasks assigned by supervisors

Supervisory Responsibilities: None. Reports directly to Service Level Manager.

Physical and Mental Demands The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus. * Must have access to a personal computing device, high speed internet connection and have a private telephone service available for company use if required * Position requires the ability to work various hours Monday through Sunday

Mental Demands While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors. General office environment Work is generally sedentary in nature, but may require standing and walking for up to10% of the time. Work is generally performed within an office environment, with standard office equipment available.

Job Type: Full-time

Salary: $15.00 /hour


  • Call Center: 1 year
  • Help Desk: 1 year


  • High school or equivalent


  • english