Tier II Service Desk Analyst

All Lines Technology•Rock Hill, SC

8d•Remote

About The Position

The role of the Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues. They are responsible for identifying, researching and resolving technical problems. They will respond to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users. Documents, tracks and monitors the incidents and service requests in their queue to ensure a timely resolution. They are responsible for meeting the Service Desk Service Level Agreement and other KPI metrics.

Requirements

Associates degree in Information Technology or equivalent
3-5 years working experience in a Service Desk Role
HDI HelpDesk Professional or ITIL Foundations Required

Nice To Haves

Professional Certifications: A+ preferred
Network + Certification Preferred

Responsibilities

Assures smooth handling of individual problems from call-in through resolution. Practices Total Contact ownership
Responds to inquiries and service requests for assistance with the organization’s computer systems or PCs via phone and email queues
Identifies problems, troubleshoots, and provides 1st level technical support for internal customers, including: Windows 11 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/software conflicts, Remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom, iPhone/iPad connectivity and synchronization, Other applications (e.g., SAP, EDMS, Documentem)
Escalates or coordinates with 3rd level support to resolve problems if necessary
Assists peers with troubleshooting, SD processes, and procedures
Provides first point of contact on escalated or routed issues from Tier I
Resolves and supports end user issues with the help of remote control tools and remote resources
Demonstrates excellent written and verbal skills and strong customer service abilities
This is an end-user facing role via remote tools and phone support
Ideal candidate is a self-starter who enjoys interacting with people and solving problems daily
Performs basic network administration
Active Directory administration
Performs Tier 1 NOC monitoring responsibilities (works with telecom provider, escalates tickets to network team, etc.)
Handles email security monitoring, access requests, and other user provisioning tasks (coordinates with Sec Admin team)
Provides Tier 2 application support