Lead Business Requirements Analyst supporting the FDA in developing web - based applications at General Dynamics Information Technology. Engage with leadership and users to integrate project needs effectively.
WC
Onsite Global Service Desk Analyst – Tier II
Posted 3 hours ago
About the role
- Global Service Desk Analyst Tier II providing remote support to end-users on a variety of issues. Resolving technical problems and escalated incidents from Tier I Analysts.
Responsibilities
- Provide remote support to end-users on a variety of issues
- Resolve technical problems and respond to escalated incidents from Tier I Analysts and technical support from end-users
- Report to the Service Delivery Team Lead
- 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
Requirements
- 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.
Benefits
- 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
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