We will ONLY consider those who are in an hour drive to Rock Hill, SC. We are unable to relocate anyone at this time.
Role: Tier 2 Service Desk- Remote- 3rd shift
Remote 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.
Schedule: Sunday - Thursday night - shift hours will be 9PM - 6AM.
Provide remote support to end users on a variety of issues. Responsible for identifying, researching and resolving technical problems. 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. 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