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Service Desk Analyst II

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Rock Hill, SC

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Job Description
The role of the Westinghouse 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 telephone calls, email and chat requests for technical support. 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.Key Responsibilities (Essential Duties and Functions)•Assures smooth handling of individual problems from call-in through resolution. Practicing Total Contact ownership.•Responds to incidents and service requests for assistance with the organizations computer system or PC's via Phone and E-mail queues.•Identifies problems, troubleshoots and provides 2nd level technical support for internal customers for the following: Windows 7 and above, Microsoft 2010 and higher, Internet Explorer, Chrome web browser, hardware/software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone/IPad Handheld connectivity and synchronization issues, among other applications. (SAP, EDMS, Documentem, etc.)•Escalates/Coordinates 3rd level support to resolve problems if necessary.•Assists peers with troubleshooting, SD processes and procedures.•Provides first point of contact on escalated/routed issues from Tier I•Create and maintain end user instructions and knowledge base documents•Resolve and support end user issues with the help of remote control tool and remote resources•Excellent written and verbal skills and strong customer service. This is an end user facing role via remote tools and phone support. The ideal candidate must be a self-starter who enjoys interacting with people and solving problems on a daily basis.•Maintains ticket queues by actively communicating with customers and peers.•Experience with user account creation and other basic network administration•Active Directory Administration•User Administration•Chat Support•Must be able to act with a sense of urgency and commitment to resolve issues under pressure•Other duties as assignedKnowledge/Skill Requirements•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)Customer Support:• Experience handling customer technical support calls.• Ability to effectively explain technical information to people with less technical knowledge.• Ability to troubleshoot and solve problems independently by effectively leveraging provided tools.At least 1year experience in providing Service Desk Level II remote support.Qualifications•To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.•Must have the ability to manage multiple tasks in a fast paced environment•Flexible and willing to work outside core business hours as required•Rotates Weekends•Rotates Holidays

Job Requirements
•Associates degree in Information Technology or equivalent3-5 years working experience in fast paced Service Desk environmentWork Requirements•Connectivity of Mobile Devices•Networking skills (Proxy Settings, Routers, Internet Modems, Ethernet)Certifications•A preferred.•HDI or ITIL Foundations Required•Microsoft Professional Certification a plus•Other Technology Certifications are a plusEducation Level Associates DegreeYears of Experience 5 Years

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