Tier 1 IT Service Desk Analyst- Hybrid in Rock HIll, SC - Shift 11am -8pm

We are currently onsite on Tuesdays and Wednesdays weekly. We work from home on Mon, Thurs and Fridays weekly. We are following our corporate model. This is subject to change in the future, so we would like the person to be within 1 hour driving distance of our site. Shift hours are 11am - 8pm, Monday thru Friday. Role summary:The role of the Service Desk Tier 1 Analyst is to provide first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests. The Tier 1 Analyst is the first point of contact at the Service Desk and will escalate to Tier II when applicable. In addition, will filter Service Desk calls and follow documented procedures on break / fix or supporting an application with the client. They will gather and analyze information about the users issue to resolve their problem. Level 1 may also provide support for identified Level 2 configuration solutions that have been documented. Tier 1 Analysts are responsible for meeting the Service Desk Service Level Agreement and KPI metricsRequired Skills

• 1-3 years working experience in a Service Desk Role
• A+ preferred.
• HDI HelpDesk Professional or ITIL Foundations Required
• Basic Network Administration
• Knowledge of hardware and software
• Protocol and OS Knowledge:
• Experience with Windows operating systems is required.
• Experience with IOS required
• Experience handling customer technical support calls.
• Ability to effectively explain technical information to people with less technical knowledge.
• Ability to troubleshoot and solve problems independently by effectively leveraging provided tools.
• At least 1-3 years’ experience in providing remote phone support.