Service Desk Analyst - Onsite 4 weeks then Remote

Service Desk Analyst

Onsite Rockhill SC first 4 weeks and then Remote

Contract

Role: Tier 2 Service Desk- Remote- 3rd shift

Remote due to night shift except for training in first 4 weeks which will be onsite.
The initial training weeks will be onsite Tues and Wed’s. Then fully remote after training and shadowing is complete, which is normally 3-4 weeks. Westinghouse location in Rock Hill, SC. Schedule: Sunday – Thursday night - shift hours will be 9PM – 6AM. **The days might be Sunday night thru Thursday night, but the manager is not certain yet because other movement will happen on the 3rd shift as well.Duration is 18 months.This is a continual 18mos contract. Every 18mos our contractors go on furlough for 1 month. Our dept has an exception to take the furlough one week per month for 4 consecutive weeks. We normally extend contracts at the 18-month mark.

Summary: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.Duties and Responsibilities (in the order of priority):

· Assures smooth handling of individual problems from call-in through resolution. Practicing Total Contact ownership.

· Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone and E-mail queues.

· Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following: Windows 7 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 and IPhone /IPad connectivity and synchronization, 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

· 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.

· Basic network administration

· Active Directory Administration

· Perform Tier 1 NOC Monitoring responsibilities (work with Telecom provider, escalate tickets to Network team, etc)

· Email security monitoring, Access Requests and other user provisioning tasks (coordinates with Sec Admin team)

· Tier 2 Application Support

Education and Qualifications / Skills and Competencies:

· Education Level (Degree, Area of Study) – Minimum Requirement: Associate degree in information technology or equivalent

· Years of Experience (if applicable): 3-5 years working experience in a Service Desk Role

· Professional Certifications: A preferred.

· HDI HelpDesk Professional or ITIL Foundations Required

· Network Certification preferred

Skills and competencies:

· 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)

· At least 3-5 years’ experience in providing remote phone and desktop support.

Job Type: Contract

Pay: $19.50 - $25.00 per hour

Benefits:
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:
• 8 hour shift

Work Location: In person

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