TEK Connexion · 1 day ago
Tier II Service Desk Analyst - 11am-8pm Mon - Fri
Rock Hill, SC
Full-time
Hybrid
Mid Level
3+ years expTEK Connexion is seeking a Tier II Service Desk Analyst to provide remote technical support to end users. The role involves addressing a wide range of hardware, software, and connectivity issues, while ensuring timely resolution of incidents and service requests.
Information ServicesInformation TechnologyRecruiting
Hiring Manager
Melanie Gillot
Responsibilities
Ensure seamless handling of individual support issues from initial contact through resolution, maintaining total contact ownership
Respond to technical support requests via phone, email, and other channels, assisting users with organizational computer systems and PCs
Diagnose and resolve first-level technical issues involving Windows 7 and above, Microsoft Office 2010 and later, Internet Explorer, software/hardware conflicts, VPN and network connectivity, wireless and telecom support, as well as mobile device (iPhone/iPad) synchronization
Provide remote support using tools such as SCCM and collaborate with higher-tier teams for advanced troubleshooting
Escalate complex issues to Tier III support when required and coordinate with other IT teams to ensure timely resolution
Assist peers with troubleshooting and act as a resource on Service Desk processes and procedures
Act as the initial point of contact for issues escalated from Tier I Analysts
Utilize remote control tools and remote resources to resolve end-user issues efficiently
Demonstrate strong communication skills and a customer-centric approach in a remote, end-user-facing role
Perform basic network and Active Directory administration tasks
Support Tier 1 Network Operations Center (NOC) monitoring responsibilities, including collaboration with telecom providers and escalation to the Network team
Assist with email security monitoring, access provisioning, and coordination with the Security Administration team
Provide Tier II application support for various enterprise tools (e.g., SAP, EDMS, Documentum)
Qualification
Required
Education: Associate degree in Information Technology or related field (or equivalent experience)
Experience: 3–5 years of experience in a Service Desk or technical support role
Certifications: HDI HelpDesk Professional or ITIL Foundations certification (required)
Technical Skills: Basic network administration and configuration
Technical Skills: Troubleshooting network and VPN connectivity
Technical Skills: Proficiency with Windows OS (Windows 7 and above)
Technical Skills: Experience with iOS and Android operating systems
Technical Skills: Familiarity with Microsoft Office (2010 and newer)
Technical Skills: Knowledge of PC hardware and peripherals
Technical Skills: Experience with VOIP and telephony systems
Technical Skills: Strong background in providing remote support via phone and desktop tools
Technical Skills: Proficient with remote administration tools such as SCCM
Customer Service: Excellent verbal and written communication skills
Customer Service: Strong problem-solving mindset with a proactive, self-starting attitude
Preferred
CompTIA A+ (preferred)
CompTIA Network+ (preferred)
Company
TEK Connexion
TEK Connexion is a provider of technology services ,workforce solutions and staffing services.
51-200 employees
H1B Sponsorship
TEK Connexion 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
2021 (1)
2020 (7)
Funding
Current Stage
Growth StageTotal Funding
unknown2021-02-11Acquired
Company data provided by crunchbase