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Global Service Desk Analyst Tier II in Rock Hill, SC at Westinghouse Electric Company

Date Posted: 5/9/2018

Job Snapshot

  • Employee Type:
  • Location:
    Rock Hill, SC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job ID: 27484BR

Energize your career with Westinghouse Electric Company! Our commitment to safe, clean nuclear energy is second to none, and we’re proud of our rich heritage of technical innovation and commitment to our global customers’ success. If you are interested in being a part of a company that values exceeding customer expectations and providing future generations around the globe with emission-free energy, we want to hear from you.

We currently have an opening for a Westinghouse Tier II Service Desk Analyst . The ideal candidate will be responsible for the following:
  • The role of the Westinghouse Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues.
  • They are 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.
  • 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 organizations computer system or PC's via Phone and E-mail 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, Documentem, etc.)
  • Escalates/Coordinates 3rd level support to resolve problems if necessary
  • Assists peers with troubleshooting, SD processes and procedures.
  • Provides first point of contact on escalated/routed issues from Tier I
  • Resolve and support end user issues with the help of remote control tool and remote resources
  • Excellent written and verbal skills and strong customer service.
  • This is an end user facing role via remote tools and phone support. T
  • he ideal candidate must be a self-starter who enjoys interacting with people and solving problems on a daily basis.
  • Basic network administration
  • Active Directory Administration
  • Perform Tier 1 NOC Monitoring responsibilities (work with Telecom provider, escalate tickets to Network team, etc)
  • Chat Support
  • Tier 2 Application Support

EOE of Minorities/Females/Vets/Disability

Please know, your application will only be considered if it is completed and submitted via the Westinghouse careers website.

You may search and apply to our jobs using the following link:

Minimum Requirements:

The successful candidate will possess the following:
  • Associates degree in Information Technology or equivalent
  • 3-5 years working experience in a Service Desk Role
  • A+ preferred.
  • HDI HelpDesk Professional or ITIL Foundations Required
  • Network+ Certification preferred

Skills and Competencies
  • Basic Network Administration
  • Basic Network configuration troubleshooting
  • Knowledge of hardware and software
  • Experience with Windows operating systems.
  • Experience with IOS and Android OS required
  • Familiarity in browser technology
  • Experience in VOIP systems (telephony)


Employees enjoy a comprehensive benefits package including Competitive Pay, Medical, Dental and Vision Insurance, Short Term Disability & Long Term Disability, Life & Accident Insurance, Flexible Spending Accounts, 401(k) Savings Plan, and Paid Vacation. We also offer a number of work/life programs such as flextime and a variety of training and development opportunities.


Employment opportunities for positions in the United States may require use of information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.