Kforce IT Support Representative II in Twinsburg, Ohio

Kforce has a client in search of an IT Support Representative II in Twinsburg, Ohio (OH).Summary: The IT Support 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 IT Support Representative II documents all work in designated ticketing systems and frequently contributes to the Knowledge Management systemEssential Job Functions:

  • 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

  • Associate degree in a Technical discipline or 9 years of directly related technical experience with a High School Diploma

  • 5 years technical experience with 4 years directly related to the job; or 9 years of technical experience

  • Looking for experience in a high call volume

  • Experienced with LAN/WAN environments of an enterprise nature

  • 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

  • Works well independently and in team situations

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:Hours