Global IT Service Desk Tier II - Hybrid Support Specialist

Westinghouse Electric Company; Rock Hill (SC); On-site; USD 54,000 - 70,000; Full time

Benefits offered by this job

Comprehensive Medical benefits

Wellness Programs

401(k) with Company Match

Paid Vacations and Holidays

Flexible Work Arrangements

Educational Reimbursement

Global Recognition and Service

Employee Referral Program

Job summary

Westinghouse Electric Company seeks a Global IT Service Desk Tier II Analyst to provide remote, second-level technical support for end-users. You will resolve incidents, manage escalations, and document requests while meeting service level agreements.

The role reports to the Service Delivery Team Lead and operates in a hybrid/mobile capacity based in Rock Hill, SC. Candidates should have 3+ years in a service desk and relevant certifications, with strong Windows, AD, and VOIP experience.

Qualifications

• Associate's degree in information technology.
• 3+ years in a Service Desk role.
• HDI HelpDesk Professional or ITIL Foundations required.
• Network+ certification beneficial.
• Basic network administration and configuration troubleshooting.
• Knowledge of hardware and software.
• Experience with Windows operating systems; iOS and Android OS.
• Familiarity with browser technology.
• Experience with VOIP systems (telephony).

Responsibilities

• Handle incidents from first contact to resolution, ensuring timely responses.
• Provide 2nd level technical support for internal customers.
• Troubleshoot Windows 11+, Office 365, and Edge issues.
• Assist with remote support via remote-control tools, VPN, and network connectivity.
• Coordinate escalation to 3rd level support when needed.
• Support Active Directory, Azure AD, Intune administration.
• Monitor Tier 1 NOC responsibilities and liaise with Network teams.
• Assist with user provisioning and security access tasks.

Skills

Windows OS

Remote support

VOIP

Networking basics

Troubleshooting

Education

Associate's degree in information technology

HDI HelpDesk Professional

ITIL Foundations

Network+ Certification

Tools

Active Directory

Azure Active Directory

Intune

Cayosoft

Office 365

VPN

Job description

Westinghouse Electric Company seeks a Global IT Service Desk Tier II Analyst to provide remote, second-level technical support for end-users. You will resolve incidents, manage escalations, and document requests while meeting service level agreements.

The role reports to the Service Delivery Team Lead and operates in a hybrid/mobile capacity based in Rock Hill, SC. Candidates should have 3+ years in a service desk and relevant certifications, with strong Windows, AD, and VOIP experience.