Pomeroy · 1 week ago
Service Desk Analyst Level 1
United States
Full-time
Remote
Entry Level
2+ years expPomeroy is seeking a Service Desk Analyst Level 1 to provide first line support for clients. The role involves troubleshooting and resolving technical issues related to hardware, software, and network usage while ensuring exceptional customer service.
Consulting
Responsibilities
Provide exceptional and professional customer service to our clients
Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management tool
Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
As Escalation Management 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
Participate in ongoing training for service desk operations
Work on projects or tasks assigned by leadership
Qualification
Required
High school diploma or G.E.D
One or more years of technical training in computer support preferred
Two or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer related problems
Experience working with company escalation policy
Interpersonal skills to interact with customers and team members
Good communication skills
Organization skills to balance and prioritize work
Analytical and problem-solving skills
Ability to work in a remote team environment
Access to high-speed internet with a minimum 15 Mbps download speed and minimum 15 Mbps upload speed
A dedicated work area that is free from distraction and allows security for customer/client information
Use of Pomeroy/client issued desktops/laptops only. Personally owned peripheral devices (monitors, keyboards, mouse, etc.) may be used, providing they are compatible with Pomeroy's equipment
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
Bob Watts
Chief Executive Officer
Tom Signorello
CEO
Recent News
2025-10-09
thecanadianpressnews.ca
2025-08-26
Company data provided by crunchbase