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
- Network+ Certification preferred