Global Service Desk Analyst II

Are you interested in being part of an innovative team that supports Westinghouse’s mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace.

About the role:

As a Service Desk Tier 2 Analyst you will provide remote support to end-users on a variety of issues. You will identify and resolve technical problems and respond to escalated incidents from Tier I Analysts and telephone calls, email and chat requests for technical support from end-users.

You will report to the Service Delivery Team Lead and be located onsite in Rockhill, SC.

Key Responsibilities:

- Assure smooth handling of individual problems from call-in through resolution.

- Respond to inquiries and service requests for assistance with the organizations computer system or PCs by Phone and Email queues.

- Identify problems and troubleshoot for internal customers. Provide 2nd level technical support for the following: Windows 11 and above, Microsoft Office 365 applications, Microsoft Edge, Hardware/Software conflicts, remote support via remote control tool (SCCM/Beyond Trust), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone/IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem).

- Escalate/Coordinate 3rd level support to resolve problems if necessary.

- Assist peers with troubleshooting, SD processes.

- Provide first contact on escalated/routed issues from Tier I.

- Resolve and support end-user issues with the help of remote-control tool and remote resources.

- Support end-users by remote tools and phone support. Work with people and solving problems daily.

- Basic network administration.

- Active Directory Administration.

- Perform Tier 1 NOC Monitoring responsibilities (use available resources, escalate tickets to Network team).

- Email security monitoring, Access Requests and other user provisioning tasks (coordinates with Sec Admin team).

- Tier 2 Application Support.

Qualifications:

- Associate's degree in information technology or equivalent

- 3+ years of experience at Service Desk Role in providing remote phone and desktop support

- HDI HelpDesk Professional or ITIL Foundations Required

- Network+ Certification preferred

- 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)

We are committed to transparency and equity in all of our people practices. The base salary range for this position, which is dependent upon experience, qualifications and skills, is estimated to be $49,534 to $63,440.

#LI-Onsite

Why Westinghouse?

Our benefits package is tailored to meet the diverse needs of our employees, while also promoting wellness and career growth. The following are representative of what we offer:

- Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options

- Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members

- 401(k) with Company Match Contributions to support employees' retirement

- Paid Vacations and Company Holidays

- Opportunities for Flexible Work Arrangements to promote work-life balance

- Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers

- Global Recognition and Service Programs to celebrate employee accomplishments and service

- Employee Referral Program

Westinghouse Electric Company is the global nuclear energy industry's first choice for safe, clean, and efficient energy solutions. We enable our delivery of this vision by living our value system:

- Safety and Quality

- Integrity and Trust

- Customer Focus and Innovation

- Speed and Passion to Win

- Teamwork and Accountability

While our Global Headquarters are located in Cranberry Township, PA, we have over 11,000 employees working at locations in 19 different countries. You can learn more by visiting http://www.westinghousenuclear.com.

Westinghouse is an Equal Opportunity Employer including Veterans and Individuals with Disabilities