{"id":1760851,"url":"https://alion.io/job/tierpoint-hds-support-analyst","title":"HDS Support Analyst","company":{"id":179672,"name":"TierPoint","domain":"tierpoint.com","url":"https://alion.io/company/tierpoint","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":90000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":298},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Windows","optional":false},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-10-03T12:39:32Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-06T20:12:08Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Overview\nThe HDS Customer Service Analyst is responsible for providing a quality customer experience to all HDS customers. Solutions supported by the HDS analyst include incident management, desktop support, and proprietary application support to customers globally. The Help Desk Service Analyst is the first line incident resolution and collaborates with Service Specialists to provide industry leading service all HDS customers.\nShift Schedule:\nTuesday, Wednesday, Friday, Saturday, 7:00 am - 6:00 pm \nResponsibilities\nProvides quality internal and external customer service surrounding the Company values.\nReceive incoming calls from customer to open a service ticket following the Information Technology Infrastructure Library ( ITIL model).\nNavigating through technical documentation to determine troubleshooting steps for specific issues.\nDispatching service needs to appropriate service providers.\nUnderstanding of client business impact on incidents and service requests.\nTakes ownership of all incidents and events until resolution and closure.\nMonitoring ticket queue to ensure that all contractual SLAs are satisfied.\nTake proactive steps to making sure client is up to date.\nDetailed and consistent documentation of incident or event notes in SolutionsDesk.\nLiaise with the Support Specialists and/or Engineering team to provide clear and detailed communication to customers regarding incidents.\nAssist in building and maintaining HDS knowledgebase to ensure rapid resolution of incidents.\nMaintain the highest level of professional accountability.\nMonitor internal customer systems and contribute to resolutions.\nUpdate service tickets when needed.\nWork in multiple ticketing systems when necessary to provide the best service.\nHandle customer and provider escalations to proper personnel.\nMaintain professional upbeat atmosphere with customers as well as fellow coworkers.\nOther duties as assigned.\nQualifications\nHigh school diploma or equivalent.\n0-1 years of technical and client support in an information technology environment.\nFamiliar with components of a computer.\nAbility to type 45+ wpm.\nAbility to work in a fast paced and sometimes stressful environment performing multiple tasks at one time.\nStrong written and verbal communication skills are required.\nExcellent interpersonal skills and communication skills to work as a productive member of the Help Desk Services group.\nAbility to coordinate and prioritize multiple tasks simultaneously.\nDemonstrated capability to achieve results under pressure in a face paced client driven environment.\nWillingness to interact with clients in high pressure situations.\nUnderstanding of Microsoft Suites and Windows applications.\nUnderstanding of Internet Explorer.\nExperience in using Active Directory Manager for password resets is a plus, but not required.\nAdequate professional experience and knowledge to perform Job Responsibilities.\nExcellent verbal, written, and interpersonal skills.\nAbility to prioritize and organize effectively.\nAbility to work on multiple projects simultaneously.\nAbility to work both independently and with others.\nAbility to operate in a fast moving, team-oriented, collaborative environment with tight deadlines.\nProficiency in using MS Office Suite and Windows-based computer applications.\nPay Transparency TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.\nPay Range $18.00","description_format":"text","description_chars":3778,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Centers & Colocation","Cloud Platforms (IaaS & PaaS)","Backup & Disaster Recovery"],"lifecycle":[{"event":"open","at":"2026-10-03T12:39:32Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.835,"p_room":1,"age_days":2,"expected_fill_days":15,"reasons":["conf:1","win:early","comp:junior"],"computed_at":"2026-10-06T05:45:30Z"},"pay":null,"html_url":"https://alion.io/job/tierpoint-hds-support-analyst","json_url":"https://alion.io/job/tierpoint-hds-support-analyst.json","meta":{"generated_at":"2026-10-06T22:31:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2988,"day_limit":5000,"remaining_today":2012,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179672},"rest":"https://alion.io/mcp/rest/get_company?id=179672"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftierpoint-hds-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftierpoint-hds-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftierpoint-hds-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tierpoint-hds-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftierpoint-hds-support-analyst"}]}