Service Desk Analyst
Listed on 2026-07-09
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IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Job Details
Job Location:
Rock Hill, SC - Rock Hill , SE
Education Level: 2 Year Degree
Travel Percentage:
None
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 escal
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 organization's 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, Document em, 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 pressure.
- Associates degree in Information Technology or equivalent
- 1-3 years working experience in a Service Desk Role
- A+ preferred
- HDI Help Desk 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
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