Global Service Desk Analyst Tier II

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Remove boilerplate, navigation, EEO, etc. Also remove duplicated lines. Preserve all substantive info. We need to parse the posting. Let's extract sections: - About The Role: paragraph: "As a Global IT Service Desk Tier II Analyst, you will provide remote support to end-users on a variety of issues. You will resolve technical problems. You will respond to escalated incidents from Tier I Analysts and telephone calls, email and chat requests for technical support from end-users. Document, tracks and monitors the incidents and service requests in their queue to guarantee a quick resolution. You will meet the Service Desk Service Level Agreements and other goals. You will report to the Service Delivery Team Lead and work a hybrid/mobile role based in Rock Hill, SC." We can put that in

. - Key Responsibilities: list of duties. We'll put under

Responsibilities

with

• each bullet. Let's extract bullet items from "Key Responsibilities" paragraph (it's a run-on). We need to split into logical items. Original: "Assure smooth handling of individual incidents from call-in through resolution. Practicing Total Contact ownership.Respond to inquiries and service requests for assistance with the organizations computer system or PCs by phone, email and chat queues.Identify problems and troubleshoot. Provide 2nd level technical support for internal customers. This support includes assistance with: Windows 11 and above, Microsoft Office 365 applications, and Microsoft Edge. It also covers Hardware/Software issues, remote support by remote control tools, VPN connectivity and administration, Network connectivity, and Wireless connectivity. Additionally, we provide support for Telecom and iPhone/iPad connectivity and synchronization, among other applications. (SAP, EDMS, Document)Escalate/Coordinates 3rd level support to resolve incidents if necessaryAssist peers with troubleshooting, SD procedures.Provide first contact on escalated/routed issues from Tier IResolve and support end-user issues with the help of remote-control tool and remote resourcesActive Directory, Azure Active Directory, Cayosoft, Intune AdministrationPerform Tier 1 NOC Monitoring responsibilities (work with Telecom provider, escalate tickets to Network team)1st level security support, Access Requests and other user provisioning tasks (coordinates with Sec Admin team)Tier 2 Application Support" We need to break into sensible list items. Could be: - Assure smooth handling of individual incidents from call-in through resolution; practice Total Contact ownership. - Respond to inquiries and service requests for assistance with the organization's computer system or PCs via phone, email, and chat queues. - Identify problems and troubleshoot. - Provide 2nd level technical support for internal customers, including assistance with Windows 11 and above, Microsoft Office 365 applications, and Microsoft Edge. - Support hardware/software issues, remote support via remote control tools, VPN connectivity and administration, network connectivity, and wireless connectivity. - Provide support for telecom and iPhone/iPad connectivity and synchronization, among other applications (SAP, EDMS, Document). - Escalate/coordinate 3rd level support to resolve incidents if necessary. - Assist peers with troubleshooting and SD procedures. - Provide first contact on escalated/routed issues from Tier I. - Resolve and support end-user issues with the help of remote-control tools and remote resources. - Administer Active Directory, Azure Active Directory, Cayosoft, Intune. - Perform Tier 1 NOC monitoring responsibilities (work with telecom provider, escalate tickets to network team). - Provide 1st level security support, access requests, and other user provisioning tasks (coordinates with Sec Admin team). - Provide Tier 2 application support. We'll list these as
• . - Qualifications: The posting has "Qualifications:" then bullet list: "Associate's degree in information technology", "3 + years working experience in a Service Desk Role", "Professional Certifications: A+ beneficial", "HDI HelpDesk Professional or Information Technology Infrastructure Library Foundations Required", "Network+ Certification beneficial", "Basic Network Administration", "Basic Network configuration troubleshooting", "Knowledge of hardware and software", "Protocol and OS Knowledge: Experience with Windows operating systems.", "Experience with IOS and Android OS required", "Familiarity in browser technology", "Experience in VOIP systems (telephony)". Also maybe "Professional Certifications: A+ beneficial" etc. We need to decide sections: Could combine Qualifications and Skills? The instruction says we can have sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include only those with real content. We have qualifications content. Also maybe "Skills" could be derived from qualifications list (like certifications, knowledge). But we can keep Qualifications section and maybe Skills separate if there is distinct skill list. The posting includes "Professional Certifications: A+ beneficial", "HDI HelpDesk Professional or ITIL Foundations Required", "Network+ Certification beneficial", "Basic Network Administration", "Basic Network configuration troubleshooting", "Knowledge of hardware and software", "Protocol and OS Knowledge: Experience with Windows operating systems.", "Experience with IOS and Android OS required", "Familiarity in browser technology", "Experience in VOIP systems (telephony)". Those could be considered Skills. But we can put them under Qualifications as they are qualifications. The instruction says we can have both Qualifications and Skills sections if content exists. We could split: Qualifications: education, years experience. Skills: certifications, technical knowledge. Let's do that. Thus: - Qualifications: Associate's degree in information technology; 3+ years working experience in a Service Desk Role. - Skills: Professional Certifications: A+ beneficial; HDI HelpDesk Professional or ITIL Foundations Required; Network+ Certification beneficial; Basic Network Administration; Basic Network configuration troubleshooting; Knowledge of hardware and software; Protocol and OS Knowledge: Experience with Windows operating systems; Experience with iOS and Android OS required; Familiarity in browser technology; Experience in VOIP systems (telephony). We need to ensure we don't include filler like "beneficial" etc. That's fine. - Benefits: list from "Why Westinghouse? Benefits Our benefits package is tailored..." then bullet list: Comprehensive Medical benefits..., Wellness Programs..., 401(k) with Company Match..., Paid Vacations and Company Holidays, Opportunities for Flexible Work Arrangements, Educational Reimbursement and Comprehensive Career Programs, Global Recognition and Service Programs, Employee Referral Program. We'll put under

  Benefits

  with
  . - Pay: The posting includes: "The base salary range for this position, which is dependent upon experience, qualifications and skills, is estimated to be $53,977 to $69,694 per year." That's specific, so we include Pay section. - Schedule: Not explicitly mentioned besides "hybrid/mobile role based in Rock Hill, SC." That's location, not schedule. No explicit schedule like full-time, shift, etc. So we should not create Schedule section because no specific schedule content. - Requirements: Could be same as Qualifications? Might be redundant. The instruction says we can have Requirements section if there is real specific content. We have qualifications and skills; maybe we can treat Requirements as the combination of qualifications and skills? But we already have Qualifications and Skills. To avoid duplication, we could omit Requirements section. The instruction: "Prefer a few substantive sections over many thin ones." So we can combine qualifications and skills into one section maybe Qualifications. But we already split. Could keep Qualifications and Skills separate; that's okay. But we need to ensure we don't create empty sections. We'll include About the role, Responsibilities, Qualifications, Skills, Benefits, Pay. Check for any other sections: maybe "Requirements" could be the list of qualifications (education, experience). But we already have Qualifications. We'll skip Requirements. Now we need to strip boilerplate: lines like "Are you interested in being part of an innovative team that supports Westinghouse’s mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace." That's introductory fluff but still substantive? It's about company mission; could be considered part of About the role? But it's not specific to role. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." This is substantive but maybe we can include it under About the role as a paragraph? However the "About The Role" heading already exists; we could include that introductory text as part of About the role. But the instruction says "Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

  or drop it." The introductory paragraph is not metadata; it's about company. Could be considered part of About the role. However the posting already has "About The Role" heading then description. The introductory paragraph before that is more generic. We could include it as a paragraph under About the role as well, but it's not role-specific. Might be okay to keep. But we need to remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At the end there is EEO statement, social media links, etc. We'll drop those. Thus final HTML:

  About the role

  Are you interested in being part of an innovative team that supports Westinghouse’s mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace. As a Global IT Service Desk Tier II Analyst, you will provide remote support to end-users on a variety of issues. You will resolve technical problems. You will respond to escalated incidents from Tier I Analysts and telephone calls, email and chat requests for technical support from end-users. Document, tracks and monitors the incidents and service requests in their queue to guarantee a quick resolution. You will meet the Service Desk Service Level Agreements and other goals. You will report to the Service Delivery Team Lead and work a hybrid/mobile role based in Rock Hill, SC.

  Responsibilities

  • Assure smooth handling of individual incidents from call-in through resolution; practice Total Contact ownership.
  • Respond to inquiries and service requests for assistance with the organization's computer system or PCs via phone, email, and chat queues.
  • Identify problems and troubleshoot.
  • Provide 2nd level technical support for internal customers, including assistance with Windows 11 and above, Microsoft Office 365 applications, and Microsoft Edge.
  • Support hardware/software issues, remote support via remote control tools, VPN connectivity and administration, network connectivity, and wireless connectivity.
  • Provide support for telecom and iPhone/iPad connectivity and synchronization, among other applications (SAP, EDMS, Document).
  • Escalate/coordinate 3rd level support to resolve incidents if necessary.
  • Assist peers with troubleshooting and SD procedures.
  • Provide first contact on escalated/routed issues from Tier I.
  • Resolve and support end-user issues with the help of remote-control tools and remote resources.
  • Administer Active Directory, Azure Active Directory, Cayosoft, Intune.
  • Perform Tier 1 NOC monitoring responsibilities (work with telecom provider, escalate tickets to network team).
  • Provide 1st level security support, access requests, and other user provisioning tasks (coordinates with Sec Admin