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Service Desk Analyst Level 2 Jobs (NOW HIRING)

Cortavo

Service Desk Analyst II

Atlanta, GA · Hybrid

$19.75 - $27/hr

This Level 2 position will require the ideal candidate to identify and resolve questions relating ... The Service Desk Analyst will spend the majority of their day performing remote support and ...

Omniscius Consulting

Service Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Active IAT Level II certification at start date (e.g., Security+ CE, CySA+, CCNA Security, GSEC, SSCP, etc.) * 3+ years of experience as a service desk analyst supporting client-specific applications

Harriscomputer

Service Desk Analyst

Pittsburgh, PA

$22/hr

The primary purpose of the Service Desk Analyst is to provide level one and level two support assistance to client users experiencing problems with IS supported hardware and software across St. Clair ...

Analytic Search Group

Service Desk Analyst

Tempe, AZ

$20 - $27.25/hr

Identify any higher level issues and escalate as appropriate within the Information Technology team ... Two to four years experience with: Windows 11 setup & configuration, maintenance, software ...

Harris

Service Desk Analyst

Saint Clair, PA · On-site

$22/hr

The primary purpose of the Service Desk Analyst is to provide level one and level two support assistance to client users experiencing problems with IS supported hardware and software across St. Clair ...

Harris

Service Desk Analyst

Pittsburgh, PA · On-site

$22/hr

The primary purpose of the Service Desk Analyst is to provide level one and level two support assistance to client users experiencing problems with IS supported hardware and software across St. Clair ...

MB2 Dental

Service Desk Analyst

Carrollton, TX · On-site

$19.75 - $27/hr

Must have experience operating at Tier 2 or higher within a service desk or technical support ... Exceptional analytical and problem-solving skills * Advanced collaboration, communication, and ...

MB2 Dental

Service Desk Analyst

Carrollton, TX · On-site

$19.75 - $27/hr

Must have experience operating at Tier 2 or higher within a service desk or technical support ... Exceptional analytical and problem-solving skills * Advanced collaboration, communication, and ...

Sonoma Consulting Inc.

Service Desk Analyst

Glenview, IL · On-site

$20.25 - $27.50/hr

We have an exciting career opportunity for a highly motivated Service Desk Analyst, who will be a ... Provides basic Level 1 and Level 2 phone support for incidents (problem/issues) or service requests ...

Serigor, Inc.

Service Desk Analyst (Hybrid)

Baltimore, MD · On-site

$20.25 - $27.75/hr

Service Desk Analyst (Hybrid) Location: Baltimore, MD Duration: Fulltime The Client is seeking an ... Determine when to escalate issues to level 2/3 * Configure "agency specific" software * Isolate and ...

Cyber Advisors

Service Desk Analyst

Maple Grove, MN · On-site +1

$45K - $55K/yr

Overview The Service Desk Analyst role will function as rapid response and resolution role that focuses on quick resolution of common Tier 1-level issues along with routing higher level issues to ...

Lancesoft

Service Desk Analyst

White Plains, NY · On-site

$35 - $40/hr

... 2 days Remote Project Overview The Service Desk Analyst will field incoming help desk requests from ... Perform hands-on fixes at the desktop level, including installing and upgrading software and ...

Vomela

Service Desk Analyst I

Elk Grove Village, IL · On-site

$20.25 - $27.75/hr

Job Summary Vomela has an on-site Service Desk Analyst Level 1 opportunity in our IT Operations Team out of our Elk Grove Village, IL location. We are seeking qualified individuals with 1+ years of ...

Alaska USA

Service Desk Analyst II

Anchorage, AK · On-site

$21 - $28.75/hr

... Service Desk Analyst II to support their IT operations. The role involves technical support ... maintain a high level of understanding of department processes, user policies and effective ...

City of Greensboro

Service Desk Analyst

Greensboro, NC · On-site

$58K - $104K/yr

Service Desk Analyst - Information Technology Department The City of Greensboro is seeking a ... high level of customer service while resolving technical problems Additional Position Details ...

CannonDesign

Service Desk Analyst

Charlotte, NC · On-site

$20 - $27.25/hr

They are seeking a Service Desk Analyst who will provide first-line technical support to end users ... level 1, level 2 and level 3 support tickets and troubleshooting. • Beyond end support ...

Boardwalk Pipelines

Service Desk Analyst II

Houston, TX · On-site

$19.50 - $26.75/hr

We are currently looking for a Service Desk Analyst II for our Houston, TX office. POSITION ... level support groups. This position requires technical troubleshooting abilities, excellent ...

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All JobsService Desk Analyst Level 2 Jobs

Service Desk Analyst Level 2 information

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$14

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$35

How much do service desk analyst level 2 jobs pay per hour?

As of Jun 8, 2026, the average hourly pay for service desk analyst level 2 in the United States is $24.09, according to ZipRecruiter salary data. Most workers in this role earn between $19.71 and $26.92 per hour, depending on experience, location, and employer.

What is the difference between Service Desk Analyst Level 2 vs Service Desk Analyst Level 1?

AspectService Desk Analyst Level 2Service Desk Analyst Level 1
CertificationsITIL Foundation, CompTIA A+ (preferred)ITIL Foundation, CompTIA A+ (preferred)
Work EnvironmentSupport teams handling complex issues, escalation pointFrontline support, initial contact for users
ResponsibilitiesDiagnose and resolve advanced technical issues, escalate when neededRespond to user inquiries, troubleshoot basic problems

Service Desk Analyst Level 2 typically handles more complex technical issues and acts as an escalation point, requiring similar certifications as Level 1 but with greater experience. Level 1 focuses on initial user support and basic troubleshooting. Both roles are essential in IT support teams within various industries.

What are Service Desk Analyst Level 2 responsibilities?

A Service Desk Analyst Level 2 is responsible for handling more complex technical issues that cannot be resolved by Level 1 support. Their duties include troubleshooting advanced hardware, software, and network problems, assisting with escalated help desk tickets, and sometimes guiding Level 1 analysts. They also document solutions, contribute to knowledge bases, and may work directly with IT specialists to resolve persistent incidents. Strong communication and problem-solving skills are essential in this role.

How does a Service Desk Analyst Level 2 typically collaborate with other IT teams to resolve complex technical issues?

As a Service Desk Analyst Level 2, you often serve as a bridge between end users and higher-level technical teams. When faced with issues beyond your immediate scope, you’ll escalate tickets to specialized teams such as network, systems, or application support, while providing detailed documentation and initial troubleshooting steps. Effective communication and follow-up with both the end user and technical teams are crucial to ensure timely and accurate resolution. This collaborative approach not only enhances your technical knowledge but also builds strong professional relationships across IT departments.

What are the key skills and qualifications needed to thrive as a Service Desk Analyst Level 2, and why are they important?

To thrive as a Service Desk Analyst Level 2, you need a solid understanding of IT support, troubleshooting, and incident management, often supported by a relevant IT diploma or certifications like CompTIA A+ or ITIL Foundation. Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and knowledge bases is essential. Strong communication, problem-solving abilities, and customer service orientation are critical soft skills for this role. These skills and qualities are vital to efficiently resolve technical issues, ensure user satisfaction, and maintain smooth IT operations within an organization.
More about Service Desk Analyst Level 2 jobs
What cities are hiring for Service Desk Analyst Level 2 jobs? Cities with the most Service Desk Analyst Level 2 job openings:
What job categories do people searching Service Desk Analyst Level 2 jobs look for? The top searched job categories for Service Desk Analyst Level 2 jobs are:
Service Desk Analyst Level 2 jobs near you
Infographic showing various Service Desk Analyst Level 2 job openings in the United States as of May 2026, with employment types broken down into 1% As Needed, 85% Full Time, 11% Part Time, and 3% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $50,106 per year, or $24.1 per hour.

Service Desk Analyst II

Cortavo

Atlanta, GA • Hybrid

$19.75 - $27/hr

Full-time

Medical, Retirement

Posted 5 days ago

Job description

Job Overview:
We are seeking a highly capable Service Desk Analyst II who will be responsible for inbound calls and tickets from Cortavos managed services customers. We are also looking for at least one year of experience in a Manage Service Provider (MSP).
This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and many other tasks. The Service Desk Analyst will spend the majority of their day performing remote support and composing knowledge base articles, while working from our Marietta, GA location.
The ideal candidate will take an empathetic approach when communicating with customers, and relay technical questions and solutioning in a patient, polished, and professional manner.
This position reports directly to the Service Desk Manager.
Responsibilities:
  • Assist Cortavo end users with various desktop support related questions, such as setting up Outlook, OneDrive, access via Remote Desktop, printer configurations, internet issues, networking questions, and other Level 1-2 support issues
  • Assist end users with macOS related support, including software troubleshooting, account setup, and peripheral compatibility.
  • Engage with initial calls and/or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffs
  • Ticket maintenance, you will typically spend a portion of the workday reviewing existing tickets and looking for cases that should be closed, following up with users where appropriate, and setting reminders for future action
  • Maintain consistent ticket closure volume, aiming to close 80+ tickets weekly while ensuring service quality and customer satisfaction.
  • Maintain customer information records, including gathering information about that customer and making sure that information is up to date in applicable systems (Autotask, Salesforce, monday.com)
  • Follow up with and ensure that tickets are being completed in a timely manner, work with escalation team members to ensure tickets are being completed
  • Train with the Engineering department as well as Service Desk Analyst peers to improve skills and knowledge. Work with them on more complex issues as time allows
  • Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services

Required Skills & Qualifications:
  • Associates or Bachelors degree in progress
  • 3 years IT service desk experience
  • 1 year of MSP experience
  • 3 years of customer service experience over the phone and email
  • Experience with service desk ticketing systems (Autotask)
  • Proficiency of Microsoft 365 Admin
  • Proficiency of Windows 10/11
  • Proficiency in Microsoft Office Suite and Microsoft Teams
  • General knowledge of network devices (switches, firewalls, etc)
  • General knowledge of macOS, including setup, support, and application troubleshooting.
  • Strong written and verbal communication skills; empathetic customer service approach
  • Excellent organizational, time management, and multitasking capabilities
  • Ability to work after hours on-call rotation

Preferred Qualifications:
  • Bachelor's degree
  • Managed Service Provider experience
  • Microsoft Certifications, particularly any prerequisite forMicrosoft 365 Certified: Enterprise Administrator Expert andExam MS-102: Endpoint Administrator
  • Familiarity with IT hardware, software, and managed services technology
  • Proficiency in Google Suite, particularly Gmail and Google Docs
  • Working knowledge of Microsoft Intune
  • Familiarity with Entra is a plus

Estimated Usage of Time
  • 75% - Service Desk Support (~30 hours/week)
  • 20% - Knowledge Base Documentation (~8 hours/week)
  • 5% - Professional Development and Certifications (~2 hours/week)

Work Environment
  • Competitive salary, as well as employer, contributed health benefits
  • Hybrid work schedule
  • 401k contribution
  • Access to a Company cell phone plan
  • A seat on an energetic team that collaborates and pushes each other to be better
  • A fast-paced but cooperative environment with endless potential for growth
  • Celebration events for team and Company successes throughout the year