Tier 2 Helpdesk

2 days ago Be among the first 25 applicants

This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$20.00/hr - $25.00/hr

Tier 2 Helpdesk Agent – Facilities Maintenance Support

Location: Cincinnati, OH 45202 (Fully Onsite)

Contract: 12‑month contract with potential for extension or full‑time hire

Pay: $20-$25/hour

A leading retail organization is seeking an IT Helpdesk Agent to join their Facilities Maintenance and Engineering team. This role is critical in ensuring operational continuity across 2,700 stores nationwide by coordinating service requests and troubleshooting issues with field technicians. If you thrive in a fast‑paced environment, excel at multitasking, and have strong problem‑solving skills, this is the opportunity for you.

• Answer inbound calls and emails regarding facilities work orders.
• Troubleshoot reported events and coordinate with on‑site technicians and store management.
• Prioritize tickets and manage work orders effectively.
• Navigate multiple applications simultaneously while maintaining accuracy.
• Adapt to changes and feedback in a dynamic environment.

• 3+ years of Level 2 or Level 3 Help Desk experience.
• Strong triaging and ticket/work order prioritization skills.
• Experience with change management processes.

• Familiarity with facilities management platforms (Maximo, Service Now, Service Channel, fm Pilot).
• Background in manufacturing, production, or big‑box retail environments.
• Ability to diagnose and troubleshoot autonomous systems.

• Health, Vision, and Dental Insurance.
• 401(k) with optional HSA account.
• Health Advocacy Program – 24/7 support.
• Employee Assistance Program – unlimited access to counselors.
• Sick leave (per state/local laws).
• Weekly pay.
• IG Family Fund – up to $10,000 in financial assistance for unforeseen hardships.