Global IT Service Desk Analyst Tier II
About The Position
Are you interested in being part of an innovative team that supports Westinghouse’s mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace. As a Global IT Service Desk Analyst Tier II you will provide remote support to end-users on a variety of issues. Responsible for identifying, researching and resolving technical problems. Respond to escalated incidents from Tier I Analysts and telephone calls, email and chat requests for technical support from end-users. Document, track and monitor incidents and service requests in their queue to guarantee resolution. Meet the Service Desk Service Level Agreements and other KPI metrics.. You will report to the Global IT Service Desk Analyst Tier II and be located at our Rock Hill facility.
Requirements
- Associates degree in Information Technology or equivalent
- 3-5 years working experience in a Service Desk Role / providing remote phone and desktop support.
- HDI HelpDesk Professional or ITIL Foundations Required
- Basic Network Administration
- Basic Network configuration troubleshooting
- Knowledge of hardware and software
- Protocol and OS Knowledge: Experience with Windows operating systems.
- Experience with IOS and Android OS required
- Familiarity in browser technology
- Experience in VOIP systems (telephony)
Nice To Haves
- A+
- Network+ Certification
Responsibilities
- Assure smooth handling of individual incidents from call-in through resolution. Practicing Total Contact ownership.
- Respond to inquiries and service requests for assistance with the organizations computer system or PC's by Phone and Email and Chat queues.
- Identifies problems, troubleshoots and provides 2nd level technical support for internal customers for the following: Windows 11 and above, Microsoft Office 365 applications, Microsoft Edge, Hardware/Software issues, remote support via remote control tools, VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone /IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem)
- Escalate/Coordinate 3rd level support to resolve incidents if necessary
- Assist peers with troubleshooting, SD procedures.
- Provide first contact on escalated/routed issues from Tier I
- Resolve and support end-user issues with the help of remote control tool and remote resources
- You who enjoys working with people and solving problems daily.
- Basic network administration. Active Directory, Azure Active Directory, Cayosoft, Intune Administration
- Perform Tier 1 NOC Monitoring responsibilities (work with Telecom provider, escalate tickets to Network team)
- 1st level security support, Access Requests and other user provisioning tasks (coordinates with Sec Admin team)
- Tier 2 Application Support
Benefits
- Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
- Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
- 401(k) with Company Match Contributions to support employees' retirement
- Paid Vacations and Company Holidays
- Opportunities for Flexible Work Arrangements to promote work-life balance
- Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
- Global Recognition and Service Programs to celebrate employee accomplishments and service
- Employee Referral Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
