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Service Desk Analyst Tier II
Job Location:
Job Location:
Rock Hill, SC - USA
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
3 July 2026 (30+ days ago)
Posted:
Application Deadline:
30 September 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
The role of the Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues.
This person is responsible for identifying researching and resolving technical problems. They will respond to escalated incidents from Tier I Analysts as well as telephone calls email and chat requests for technical support from end users. Documents tracks and monitors the incidents and service requests in their queue to ensure a timely resolution. They are responsible for meeting the Service Desk Service Level Agreement and other KPI metrics.
Duties and Responsibilities (in order of priority):
This person is responsible for identifying researching and resolving technical problems. They will respond to escalated incidents from Tier I Analysts as well as telephone calls email and chat requests for technical support from end users. Documents tracks and monitors the incidents and service requests in their queue to ensure a timely resolution. They are responsible for meeting the Service Desk Service Level Agreement and other KPI metrics.
Duties and Responsibilities (in order of priority):
- Assures smooth handling of individual problems from call-in through resolution. Practices Total Contact ownership
- Responds to inquiries and service requests for assistance with the organizations computer systems or PCs via phone and email queues
- Identifies problems troubleshoots and provides 1st level technical support for internal customers including: Windows 11 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 iPhone/iPad connectivity and synchronization Other applications (e.g. SAP EDMS Documentem)
- Escalates or coordinates with 3rd level support to resolve problems if necessary
- Assists peers with troubleshooting SD processes and procedures
- Provides first point of contact on escalated or routed issues from Tier I
- Resolves and supports end user issues with the help of remote control tools and remote resources
- Demonstrates excellent written and verbal skills and strong customer service abilities
- This is an end-user facing role via remote tools and phone support
- Ideal candidate is a self-starter who enjoys interacting with people and solving problems daily
- Performs basic network administration
- Active Directory administration
- Performs Tier 1 NOC monitoring responsibilities (works with telecom provider escalates tickets to network team etc.)
- Handles email security monitoring access requests and other user provisioning tasks (coordinates with Sec Admin team)
- Provides Tier 2 application support
- Associates degree in Information Technology or equivalent
- 3-5 years working experience in a Service Desk Role
- Professional Certifications: A preferred HDI HelpDesk Professional or ITIL Foundations Required Network Certification Preferred
Required Experience:
Manager
About Company
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