Tier II Service Desk Analyst - Mon - Fri

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On-Site Tuesday, Wednesday and Thursday in Rock Hill, SC

Monday and Friday are remote days

Shift is 11am - 8pm

The Tier II Service Desk Analyst provides remote technical support to end users, addressing a wide range of hardware, software, and connectivity issues. This role involves identifying, researching, and resolving escalated technical problems, primarily routed from Tier I Analysts, as well as handling direct support requests via phone, email, and chat. The Analyst is responsible for documenting, tracking, and managing incidents and service requests in a timely manner while adhering to Service Desk Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Duties and Responsibilities (in order of priority):

• 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.

Education, Qualifications, Skills, and

Competencies:

• Education:
  
  Associate degree in Information Technology or related field (or equivalent experience).
• Experience:
  
  3–5 years of experience in a Service Desk or technical support role.
• Certifications:
• HDI Help Desk Professional or ITIL Foundations certification (required)
• CompTIA A+ (preferred)
• CompTIA Network+ (preferred)

Technical Skills and

Competencies:

• Networking:
• Basic network administration and configuration
• Troubleshooting network and VPN connectivity
• Operating Systems & Software:
• Proficiency with Windows OS (Windows 7 and above)
• Experience with iOS and Android operating systems
• Familiarity with Microsoft Office (2010 and newer)
• Hardware and VOIP:
• Knowledge of PC hardware and peripherals
• Experience with VOIP and telephony systems
• Remote Support:
• Strong background in providing remote support via phone and desktop tools
• Proficient with remote administration tools such as SCCM
• Customer Service:
• Excellent verbal and written communication skills
• Strong problem-solving mindset with a proactive, self-starting attitude

Consulting Solutions and its family of companies is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at: req

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Full-time

• Job function
  
  Information Technology
• Industries IT Services and IT Consulting

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