Global Service Desk Analyst Tier II
About The Position
As a Global IT Service Desk Tier II Analyst, you will provide remote support to end-users on a variety of issues. You will resolve technical problems. You will respond to escalated incidents from Tier I Analysts and telephone calls, email and chat requests for technical support from end-users. Document, tracks and monitors the incidents and service requests in their queue to guarantee a quick resolution. You will meet the Service Desk Service Level Agreements and other goals. You will report to the Service Delivery Team Lead and work a hybrid/mobile role based in Rock Hill, SC.
Requirements
- Associate's degree in information technology
- 3 + years working experience in a Service Desk Role
- HDI HelpDesk Professional or Information Technology Infrastructure Library Foundations Required
- Basic Network Administration
- Basic Network configuration troubleshooting
- Knowledge of hardware and software
- Experience with Windows operating systems.
- Experience with IOS and Android OS required
- Familiarity in browser technology
- Experience in VOIP systems (telephony)
Nice To Haves
- Professional Certifications: A+ beneficial
- Network+ Certification beneficial
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 PCs by phone, email and chat queues.
- Identify problems and troubleshoot. Provide 2nd level technical support for internal customers. This support includes assistance with: Windows 11 and above, Microsoft Office 365 applications, and Microsoft Edge. It also covers Hardware/Software issues, remote support by remote control tools, VPN connectivity and administration, Network connectivity, and Wireless connectivity. Additionally, we provide support for Telecom and iPhone/iPad connectivity and synchronization, among other applications. (SAP, EDMS, Document)
- Escalate/Coordinates 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
- 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
