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IT Service Desk Analyst

Company: All Lines Technology
Location: Rock Hill
Posted on: March 16, 2023

Job Description:

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 and - IPhone /IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem, 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 pressureMinimum Requirements :
    • Associates degree in Information Technology or equivalent
    • 1-3 years working experience in a Service Desk Role
    • A+ preferred.
    • HDI HelpDesk 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.Powered by JazzHR

Keywords: All Lines Technology, Rock Hill , IT Service Desk Analyst, Professions , Rock Hill, South Carolina

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