Remote Tier II IT Support Specialist

alllinestechnology; Rock Hill (SC); On-site; USD 42,000 - 60,000; Full time

Job summary

alllinestechnology is seeking a Tier II Service Desk Analyst to provide remote and phone support to end users on a range of technical issues. You will respond to escalations from Tier I, document incidents, and manage service requests to meet SLA and KPIs.

The ideal candidate has 3-5 years in a service desk role, an Associate degree in IT, and professional certifications such as ITIL Foundations or HDI HelpDesk, with a preference for A+ and Network+.

Qualifications

• Associates degree in Information Technology or equivalent.
• 3–5 years in a Service Desk role.
• ITIL Foundations or HDI HelpDesk certification; A+ and Network+ preferred.
• Experience with remote support tools and Microsoft environments.

Responsibilities

• Handle end-user IT issues via phone, email, and chat.
• Provide Tier II remote support for Windows, Office, and connectivity.
• Document incidents and service requests to meet SLA/KPI.
• Escalate to 3rd level support when needed.
• Assist Tier I with ticket triage and knowledge sharing.
• Perform basic network administration and AD tasks.
• Coordinate with Sec Admin or network teams as required.
• Maintain high-quality customer service and communication.

Skills

Windows & Office support

Remote support

Customer service

Troubleshooting

SCCM

Active Directory

Education

Associate degree in Information Technology or equivalent

Tools

SCCM

SAP

EDMS

Documentem

VPN

Active Directory

Job description

alllinestechnology is seeking a Tier II Service Desk Analyst to provide remote and phone support to end users on a range of technical issues. You will respond to escalations from Tier I, document incidents, and manage service requests to meet SLA and KPIs.

The ideal candidate has 3-5 years in a service desk role, an Associate degree in IT, and professional certifications such as ITIL Foundations or HDI HelpDesk, with a preference for A+ and Network+.