Apply on Employer Site

ITG Brands · 3 days ago

Service Delivery Analyst 2

North Carolina, United States

Full-time

Hybrid

Mid Level

3+ years exp

ITG Brands is the third-largest tobacco company in the USA, offering a range of well-known cigarette, cigar, and e-vapor brands. The Service Delivery Analyst 2 will serve as a Tier-2 support point of contact for end users, resolving technical issues, and collaborating with Tier-3 support to ensure efficient business operations.

Tobacco

H1B Sponsor Likely

Responsibilities

Provides high-level end-user support via telephone, remote and desk side on IT-related issues to employees and contractors on complex issues

Utilizes technical skills to analyze inquiries and works closely with Tier 3 support teams and vendor support to address root cause analysis of problems along with implementation of solutions

Performs testing of company supplied devices and applications, including documenting test results, recommended solutions and improvements

Participates in the set-up, configuration, and support of mobile devices, including phones and iPads, ensuring seamless integration with company systems and security protocols

Participates in the design of end user computer images and maintenance process to optimize efficiency

Reviews symptoms and cause of minor incidents to identify possible solutions to be published as knowledge articles for use as future reference for incident management

Performs post-resolution quality assurance follow-ups with Tier 3 teams and business users on high priority incidents to ensure satisfactory resolution

Participates in ongoing initiatives aimed at enhancing IT service delivery

Performs other job-related duties as assigned

Qualification

Information Systems experienceService Management toolsMicrosoft MCPComputer hardwareSoftwareProject ManagementAttention to detailsProblem analysisMultitaskingVerbal communicationWritten communicationTime managementFlexibilityAdaptability

Required

Bachelor's degree in Information Systems or related field with 3+ years of Information Systems experience

Must be 21 years of age or older

Maintaining Knowledge Base

Reporting on incident metrics

Service Management tools

Computer hardware and software

Project Management

Verbal and written communication

Attention to details

Problem/situation analysis

Effective time and task management

Multitasking capabilities

Flexibility and adaptability

Plan, organize, prioritize, and manage multiple projects

Work extended hours

Microsoft MCP, A+, Network+

Benefits

Competitive benefits package that includes medical/dental/vision/life insurance/disability plans

Dollar for dollar 401k match up to 6% and 5% annual company contribution

15 Company-paid holidays

Generous paid time off

Employee recognition and discount programs

Education assistance

Employee referral bonus program

Hybrid workplace – remote / in office

Summer hours

Casual dress policy Monday through Friday

Company

ITG Brands

America’s third-largest tobacco company and a member of the globally recognized Imperial Brands PLC family.

Founded in 2015

Greensboro, North Carolina, USA

1001-5000 employees

http://www.itgbrands.com

H1B Sponsorship

ITG Brands has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2022 (1)

2021 (3)

2020 (1)