Global IT Service Desk Tier II Specialist

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

Benefits offered by this job

Medical benefits

Wellness programs

401(k) match

Paid vacations

Flexible work arrangements

Educational reimbursement

Global recognition

Employee referral program

Job summary

Westinghouse Electric Company LLC in Rock Hill, SC, seeks a Global IT Service Desk Tier II Analyst to provide remote end-user support, resolve incidents, and meet SLAs. You will report to the Service Delivery Team Lead in a hybrid role.

Requirements include 3+ years in a service desk, an Associate's degree in IT or equivalent, and A+ or HDI/ITIL foundations. Proficiency with Windows 11+, Office 365, VPN, networks, and mobile OS is preferred. We offer competitive benefits and career growth.

Qualifications

• Associate's degree in information technology or equivalent work experience.
• 3+ years working experience in a Service Desk Role.
• HDI HelpDesk Professional or ITIL Foundations Required; A+ beneficial.

Responsibilities

• Assure smooth handling of incidents from call-in through resolution.
• Respond to inquiries and service requests by phone, email and chat queues.
• Provide 2nd level technical support for internal customers including Windows 11+, Office 365, Edge, hardware/software issues, VPN, network and wireless connectivity.
• Escalate/Coordinate 3rd level support to resolve incidents if necessary.
• Assist peers with troubleshooting and SD procedures.
• Provide first contact on escalated/routed issues from Tier I.
• Perform Tier 1 NOC Monitoring responsibilities with Telecom and Network teams.
• Coordinate security/access tasks with Sec Admin team.

Skills

Windows OS

IOS/Android

VOIP systems

Network concepts

Remote support

Hardware/Software

Education

Associate's degree in information technology

Tools

SAP

EDMS

Document

Job description

Westinghouse Electric Company LLC in Rock Hill, SC, seeks a Global IT Service Desk Tier II Analyst to provide remote end-user support, resolve incidents, and meet SLAs. You will report to the Service Delivery Team Lead in a hybrid role.

Requirements include 3+ years in a service desk, an Associate's degree in IT or equivalent, and A+ or HDI/ITIL foundations. Proficiency with Windows 11+, Office 365, VPN, networks, and mobile OS is preferred. We offer competitive benefits and career growth.