Service Desk Analyst at Fire Fighter Sales & Service Co.

Rock Hill, South Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Mar, 26

Salary

0.0

Posted On

21 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Windows Operating Systems, Microsoft Office, Network Connectivity, VPN Administration, Remote Support, Customer Service, Problem Solving, Communication, SCCM, Hardware Knowledge, Software Knowledge, ITIL Foundations, A+ Certification, Basic Network Administration

Industry

Construction

Description

Job Details Job Location: Rock Hill, SC - Rock Hill , SC Education Level: None Travel Percentage: None The role of the Service Desk Tier 1 Analyst is to provide first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests. The Tier 1 Analyst is the first point of contact at the Service Desk and will escalate to Tier II when applicable. In addition, will filter Service Desk calls and follow documented procedures on break / fix or supporting an application with Westinghouse. They will gather and analyze information about the users issue to resolve their problem. Level 1 may also provide support for identified Level 2 configuration solutions that have been documented. Tier 1 Analysts are responsible for meeting the Service Desk Service Level Agreement and KPI metrics. 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, E-mail and chat 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 connectivity and synchronization, among other applications. (SAP, EDMS, etc.). Escalates/Coordinates with 2nd level support with Tier II to resolve problems when necessary. Assists peers with troubleshooting, SD processes and procedures. Maintains ticket queues by actively communicating with customers and peers. Must be able to act with a sense of urgency and commitment to resolve issues under pressure. Qualifications Associates degree in Information Technology or equivalent 1-3 years working experience in a Service Desk Role A+ preferred. HDI Help Desk Professional or ITIL Foundations Required Basic Network Administration Knowledge of hardware and software Protocol and OS Knowledge: Experience with Windows operating systems is required. Experience with IOS required Experience handling customer technical support calls. Ability to effectively explain technical information to people with less technical knowledge. Ability to troubleshoot and solve problems independently by effectively leveraging provided tools.

Responsibilities

The Service Desk Tier 1 Analyst provides first-level support by troubleshooting, diagnosing, and resolving IT incidents and service requests. They are responsible for filtering Service Desk calls and escalating to Tier II when necessary.