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Tier II Service Desk Analyst - 11am-8pm Mon - Fri at TEK Connexion
Rock Hill, SC 29730, USA -
Full Time

Start Date

Immediate

Expiry Date

28 Nov, 25

Salary

28.0

Posted On

28 Aug, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Network Administration, Communication Skills, Software, Documentum, Voip, Enterprise Software, Customer Service, Windows, Comptia Network+, Operating Systems, Connectivity, Information Technology, Microsoft Office

Industry

Information Technology/IT

Description
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)