Global IT Service Desk Analyst Tier II
Westinghouse Electric Company, Rock Hill, SC, United States
Overview
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.
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 organization’s computer system or PCs by Phone, Email and Chat queues.
Identify problems, troubleshoot and provide 2nd level technical support for internal customers for the following: Windows 11 and above, Microsoft Office 365 applications, Microsoft Edge, Hardware/Software issues, remote support via remote control tools, VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and iPhone/iPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem)
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.
Resolve and support end-user issues with the help of remote control tool and remote resources.
Work well with people and enjoy solving problems daily.
Basic network administration. Active Directory, Azure Active Directory, Cayosoft, Intune Administration.
Perform Tier 1 NOC Monitoring responsibilities (work with Telecom provider, escalate tickets to Network team).
1st level security support, Access Requests and other user provisioning tasks (coordinates with Sec Admin team).
Tier 2 Application Support.
Qualifications
Associates degree in Information Technology or equivalent.
3-5 years working experience in a Service Desk Role / providing remote phone and desktop support.
HDI HelpDesk Professional or ITIL Foundations Required.
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.
Familiarity in browser technology.
Experience in VOIP systems (telephony).
Beneficial
A+
Network+ Certification
Compensation The base salary range for this position, which is dependent upon experience, qualifications and skills, is estimated to be $49,500 to $63,440 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
Our Values
Safety and Quality
Integrity and Trust
Customer Focus and Innovation
Speed and Passion to Win
Teamwork and Accountability
Westinghouse is the Equal Opportunity Employer including Veterans and Individuals with Disabilities.
Get connected with Westinghouse on social media: Twitter | Facebook | LinkedIn | YouTube
#J-18808-Ljbffr
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 organization’s computer system or PCs by Phone, Email and Chat queues.
Identify problems, troubleshoot and provide 2nd level technical support for internal customers for the following: Windows 11 and above, Microsoft Office 365 applications, Microsoft Edge, Hardware/Software issues, remote support via remote control tools, VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and iPhone/iPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem)
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.
Resolve and support end-user issues with the help of remote control tool and remote resources.
Work well with people and enjoy solving problems daily.
Basic network administration. Active Directory, Azure Active Directory, Cayosoft, Intune Administration.
Perform Tier 1 NOC Monitoring responsibilities (work with Telecom provider, escalate tickets to Network team).
1st level security support, Access Requests and other user provisioning tasks (coordinates with Sec Admin team).
Tier 2 Application Support.
Qualifications
Associates degree in Information Technology or equivalent.
3-5 years working experience in a Service Desk Role / providing remote phone and desktop support.
HDI HelpDesk Professional or ITIL Foundations Required.
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.
Familiarity in browser technology.
Experience in VOIP systems (telephony).
Beneficial
A+
Network+ Certification
Compensation The base salary range for this position, which is dependent upon experience, qualifications and skills, is estimated to be $49,500 to $63,440 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
Our Values
Safety and Quality
Integrity and Trust
Customer Focus and Innovation
Speed and Passion to Win
Teamwork and Accountability
Westinghouse is the Equal Opportunity Employer including Veterans and Individuals with Disabilities.
Get connected with Westinghouse on social media: Twitter | Facebook | LinkedIn | YouTube
#J-18808-Ljbffr