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Global Service Desk Analyst Tier 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 Global Service Desk Analyst Tier II, you will provide remote support to end-users on a variety of issues. You will resolve technical problems and respond to escalated incidents from Tier I Analysts and technical support from end-users. You will report to the Service Delivery Team Lead and be located at our Charlotte, NC location. This is an onsite role.
Key Responsibilities:
- Assure handling of individual incidents from call-in through resolution, including 1st level security support.
- Respond to inquiries and service requests for assistance with the organizations computer system or PCs by Phone, Email and Chat queues and escalated issues from Tier 1.
- 2nd level technical support for internal customers for Windows 11 and above, Microsoft Office 365 applications, and Microsoft Edge.
- Hardware/Software remote support by using remote control tools such as VPN connectivity and administration
- Support for Network connectivity and Wireless connectivity for telecom, iPhone/iPad connectivity and synchronization for SAP, EDMS, Documentum, and other applications.
- Escalate 3rd level support to resolve incidents.
- Assist peers with troubleshooting, SD procedures.
- Tier 1 NOC Monitoring
- Tier 2 Application Support
Qualifications:
- Associate's degree or equivalent experience
- 3+years' experience in a Service Desk Role
- HDI Helpdesk Professional or ITIL Foundations
- Basic Networking Skills in administration, configuration and troubleshooting
- Experience with Windows OS, IOS and Android OS
- Familiarity in browser technology
- Experience with VOIP systems (telephony)
- Network+ Certification preferred
- A+ preferred.
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 $49,533.76 to $63,440.01 per year.
#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
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