This position is remote, with the exception of the first 4 weeks of training, which will be onsite in Rock Hill, SC. We are prioritizing local candidates for this role and are not considering candidates who would need to relocate or travel for the training period.
Schedule: Sunday Thursday night – shift hours will be 9PM 6AM.
Summary:
The role of the Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues. They are responsible for identifying, researching and resolving technical problems. They will respond to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users. Documents, tracks and monitors the incidents and service requests in their queue to ensure a timely resolution. They are responsible for meeting the Service Desk Service Level Agreement and other KPI metrics.
Education and Qualifications / Skills and Competencies:
Education Level : Minimum Requirement: Associate degree in information technology or equivalent
Years of Experience: 3-5 years working experience in a Service Desk Role
Skills and competencies:
Networking Skills:
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)
At least 3-5 years experience in providing remote phone and desktop support.
Seniority LevelMid-Senior level
Industry
IT Services and IT Consulting
Employment TypeFull-time
Job Functions
Information Technology
Skills
Troubleshooting
Service Desk
Operating Systems
Information Technology
Service-Level Agreements (SLA)
Network Administration
Desktop Computers
Android
Network Configuration
Desk Top Support
Screening questions
Job Type: Contract
Pay: $24.00 – $25.00 per hour
Expected hours: 40 per week
Benefits:
401(k)
Health insurance
Schedule:
8 hour shift
Night shift
Location:
Rock Hill, SC 29730 (Required)
Work Location: Remote
