Role : Tier II Help Desk
Location : Enterprise Pkwy, Twinsburg, OH 44087
Duration : Temp to Hire
Note: This is a 2nd and 3rd shift role
The Support Desk Representative II delivers quality support and assistance to internal users while working to achieve departmental Service Levels. As a member of the IT Support Desk, the Representative II responds to incoming requests via supported channels (phone, portal, email) and documents all work in designated ticketing system. The Representative II responds primarily to incoming phone or ticket requests but may also handle escalated or advanced requests as needed. The Support Desk Representative II documents all work in designated ticketing systems and frequently contributes to the Knowledge Management system. Time is balanced between escalated tickets from other members of the team and tickets in their own assigned work. Work request are technical in nature and may require various troubleshooting techniques but also demands a strong customer service orientation to communicate effectively with both technical and non-technical users. Staff Augmentation for MDM and Jive mobile application deployment.
Telephone work constitutes 80% of the scheduled work time either responding to calls directed from an ACD or making outbound calls on in-progress requests.
Ticketing System: Remedy - ITSM