Global Service Desk Analyst Tier II

Westinghouse Electric Company LLC; Rock Hill (SC); Hybrid; 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

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Are you interested in being part of an innovative team that supports Westinghouse’s mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace.

About the role:

As a Global IT Service Desk Tier II Analyst, you will provide remote support to end-users on a variety of issues. You will resolve technical problems. You will respond to escalated incidents from Tier I Analysts and telephone calls, email and chat requests for technical support from end-users. Document, tracks and monitors the incidents and service requests in their queue to guarantee a quick resolution. You will meet the Service Desk Service Level Agreements and other goals.

You will report to the Service Delivery Team Lead and work a hybrid/mobile role based in Rock Hill, SC.

Key Responsibilities:

• Assure smooth handling of individual incidents from call-in through resolution. Practicing Total Contact ownership.
• Respond to inquiries and service requests for assistance with the organizations computer system or PCs by phone, email and chat queues.
• Identify problems and troubleshoot. Provide 2nd level technical support for internal customers. This support includes assistance with: Windows 11 and above, Microsoft Office 365 applications, and Microsoft Edge. It also covers Hardware/Software issues, remote support by remote control tools, VPN connectivity and administration, Network connectivity, and Wireless connectivity. Additionally, we provide support for Telecom and iPhone/iPad connectivity and synchronization, among other applications. (SAP, EDMS, Document)
• Escalate/Coordinates 3rd level support to resolve incidents if necessary
• Assist peers with troubleshooting, SD procedures.
• Provide first contact on escalated/routed issues from Tier I
• Resolve and support end-user issues with the help of remote-control tool and remote resources
• Perform Tier 1 NOC Monitoring responsibilities (work with Telecom provider, elevate tickets to Network team)
• 1st level security support, Access Requests and other user provisioning tasks (coordinates with Sec Admin team)

Qualifications:

• Associate's degree in information technology or equivalent work experience
• 3 + years working experience in a Service Desk Role
• Professional Certifications: A+ beneficial
• HDI HelpDesk Professional or Information Technology Infrastructure Library Foundations Required
• Network+ Certification beneficial
• 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
• Experience in VOIP systems (telephony)

We are committed to transparency and equity in all of our people practices. The base salary range for this position, which is dependent upon experience, qualifications and skills, is estimated to be $53,977 to $69,694 per year.

#LI-Hybrid

Why Westinghouse?

Our benefits package is tailored to meet the diverse needs of our employees, while also promoting wellness and career growth. The following are representative of what we offer:

• Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
• Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
• 401(k) with Company Match Contributions to support employees' retirement
• Paid Vacations and Company Holidays
• Opportunities for Flexible Work Arrangements to promote work-life balance
• Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
• Global Recognition and Service Programs to celebrate employee accomplishments and service
• Employee Referral Program

Westinghouse Electric Company is the global nuclear energy industry's first choice for safe, clean, and efficient energy solutions. We enable our delivery of this vision by living our value system:

Safety and Quality

Integrity and Trust

Customer Focus and Innovation

Speed and Passion to Win

Teamwork and Accountability

While our Global Headquarters are located in Cranberry Township, PA, we have over 11,000 employees working at locations in 19 different countries. You can learn more by visiting http://www.westinghousenuclear.com .

Westinghouse is an Equal Opportunity Employer including Veterans and Individuals with Disabilities

Employment opportunities may require access to information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.