On-Site Tier 2 Helpdesk Analyst
Location
Windsor Mill, MD
Job Type
Full-time
Category
other-general
Posted
June 13, 2026
Job Description
* Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team.
* Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 resources) to log issues and requests in ServiceNow IT Service Manager.
* Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
* Triage requests to ensure accurate transfers and escalation of customer requests or issues.
* Provide off-hour emergency support as needed.
The pay range for this position is $35/hr - $48/hr
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive considerat...
* Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team.
* Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 resources) to log issues and requests in ServiceNow IT Service Manager.
* Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
* Triage requests to ensure accurate transfers and escalation of customer requests or issues.
* Provide off-hour emergency support as needed.
The pay range for this position is $35/hr - $48/hr
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive considerat...