Global Service Desk Analyst II

Westinghouse Electric Company, LLC • Rock Hill, SC

2d • $49,534 - $63,440 • Onsite

About The Position

As a Service Desk Tier 2 Analyst you will provide remote support to end-users on a variety of issues. You will identify and resolve technical problems and respond to escalated incidents from Tier I Analysts and telephone calls, email and chat requests for technical support from end-users.

You will report to the Service Delivery Team Lead and be located onsite in Rockhill, SC.

Requirements

• Associate's degree in information technology or equivalent
• 3+ years of experience at Service Desk Role in providing remote phone and desktop support
• HDI HelpDesk Professional or ITIL Foundations Required
• Networking Skills:
• 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

• Network+ Certification preferred

Responsibilities

• Assure smooth handling of individual problems from call-in through resolution.
• Respond to inquiries and service requests for assistance with the organizations computer system or PCs by Phone and Email queues.
• Identify problems and troubleshoot for internal customers. Provide 2nd level technical support for the following: Windows 11 and above, Microsoft Office 365 applications, Microsoft Edge, Hardware/Software conflicts, remote support via remote control tool (SCCM/Beyond Trust), 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 problems if necessary.
• Assist peers with troubleshooting, SD processes.
• 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.
• Support end-users by remote tools and phone support. Work with people and solving problems daily.
• Basic network administration.
• Active Directory Administration.
• Perform Tier 1 NOC Monitoring responsibilities (use available resources, escalate tickets to Network team).
• Email security monitoring, 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree