Tier 2 Help Desk Analysts

Today

Public Trust

Unspecified

Unspecified

IT - Support

Rocket Center, WV (ON-SITE/OFFICE)

Introduction

We are seeking a customer-focused and technically skilled Tier 2 Help desk Analyst to coordinate with Tier 1 support to determine appropriate path for problem resolution of application related tickets. These positions will be Help Desk Analysts who will work in a call center environment, while training and supporting Tier 1 staff to improve first contact resolution, including authoring knowledge documents.

Your role and responsibilities

• Serve as the initial point of escalation for Tier 1 support team seeking technical assistance to complex tickets.
• Provide basic troubleshooting for hardware, software, network, and application issues.
• Log and track support requests using a ticketing system, ensuring timely resolution or escalation.
• Escalate unresolved issues to Tier 3 support teams as needed.
• Follow standard operating procedures and contribute to knowledge base documentation.
• Maintain professionalism and empathy in all user interactions.
• Support onboarding/offboarding processes including account setup and equipment provisioning.

Required education

High School Diploma/GED

Preferred education

Associate's Degree/College Diploma

Required technical and professional expertise

• Two years in a related technical support role and/or service desk role required
• Good working knowledge of PC usage and typical end user problems (2 years).
• Strong technical skills (2 years)
• Strong communication/customer service skills and the ability to work in a metrics driven environment. (2 years)
• Ability to obtain public trust clearance
• High School Graduate (minimum)

Preferred technical and professional experience

• College experience (1 to 2 years).
• Customer service oriented with passion for high customer satisfaction and achieving operational excellence.
  Ability to analyze and define problems; prioritize workflow, multitask, meet deadlines and remain flexible.

ABOUT BUSINESS UNIT

IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive benefits program which may include medical & prescription drug coverage, dental, vision, mental health & well being, 8 paid holidays, minimum 56 hours paid sick time, 80 hours paid vacation, life insurance, 401(k), financial counseling, and the IBM Employee Stock Purchase Plan. IBM offers paid family medical leave and disability benefits to eligible employees where required by applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role

We consider qualified applicants with criminal histories, consistent with applicable law.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

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