At a glance
Location: US-OH-Twinsburg
Posted: 5/11/2021
Closing: 6/10/2021
Degree: Not Specified
Employment Type: Full-Time
Experience: Not Specified
Tier II Helpdesk Analyst
ACS Solutions
Job description

Role : Tier II Help Desk


Location : Enterprise Pkwy, Twinsburg, OH 44087


Duration : Temp to Hire



Note: This is a 2nd and 3rd shift role



Job Description:


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





Job requirements

Special Requirements/ Certifications:


  • Have strong knowledge of key IT equipment , software and infrastructure
  • Understands Active Directory, DNS/DHCP
  • Strong familiarity with IDM/Web based Identity management tools
  • Excellent verbal communication skills
  • Excellent troubleshooting skills
  • Strong process skills and knowledge
  • Experienced with LAN/WAN environments of an enterprise nature
  • Works well independently and in team situations