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Service Desk Analyst Level 2 Jobs (NOW HIRING)

All Lines Technology

Service Desk Analyst I

Rock Hill, SC · On-site

$17 - $23.25/hr

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 ...

Global Data Consultants

Service Desk Analyst

Mckinney, TX

$19 - $26/hr

The Service Desk Analyst is a critical member of the Information Services Team, delivering ... Actively listen to user concerns and diagnose issues (Tier 1-2 service for FSC and Branch locations ...

Netrio

Service Desk Analyst 2

Golden Valley, MN · Hybrid

$65K - $75K/yr

JOB SUMMARY The Service Desk Analyst 2 will model the Netrio mission, vision, and values each day ... This role is on the front line for reactive client requests, handling with a high level of accuracy ...

Anduril Industries

Service Desk Analyst

Fort Collins, CO · On-site

$20.50 - $28/hr

The Service Desk Analyst will provide technical support for software and hardware, manage inventory and asset programs, and assist with operational improvements. Responsibilities : • Provide on ...

Netrio

Service Desk Analyst 2

Golden Valley, MN · On-site

$21.25 - $29/hr

JOB SUMMARY The Service Desk Analyst 2 will model the Netrio mission, vision, and values each day ... This role is on the front line for reactive client requests, handling with a high level of accuracy ...

Inherent Technologies

IT Service Desk Analyst

Tampa, FL · On-site

$18.75 - $25.50/hr

Position: IT Service Desk Analyst Location: Tampa, FL*Day 1 Onsite Needs to be proficient in ... Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported ...

ITA Group Inc

Service Desk Analyst - Tier I

Atlanta, GA · On-site

$20 - $27.50/hr

The Service Desk Analyst - Tier I provides first-level technical support to end-users, with the ... Escalate complex issues to appropriate Tier 2 or Tier 3 support teams when necessary. * Maintain ...

RS&H

Service Desk Analyst II

Dallas, TX · On-site

$20.25 - $27.75/hr

RS&H is currently in search of a skilled IT Service Desk Analyst to join our IT team at RS&H in the ... Facilitate the escalation process and engage with senior-level staff when necessary. * User account ...

eNGINE LLC

Service Desk Analyst

Pittsburgh, PA · On-site

$19.25 - $26.25/hr

Successful outcomes start and finish with eNGINE. eNGINE is hiring a Service Desk Analyst. This is ... Provide first-level technical support via phone, email, chat, and walk-ins * Troubleshoot issues ...

Unioncollege

Service Desk Manager

Schenectady, NY · On-site

Trains and supports the Senior Service Desk Analyst in Tier II telecommunications related work. Demonstrates and promotes consistent service quality and knowledge sharing across the team. * Process ...

TEEMA

Service Desk Analyst

Bend, OR · On-site

$50K - $52K/yr

Are you ready to join a dynamic team of Help Desk Analysts in a world-class enterprise environment ... Experience Level: - Entry Level

Apply Early

National Fuel Gas Company

Service Desk Analyst

Erie, PA · On-site

$62K - $76K/yr

High level of initiative, professionalism, and leadership with strong interpersonal/communications ... Exceptional analytical and problem-solving skills with strong technical competencies. * 2-4 years ...

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All JobsService Desk Analyst Level 2 Jobs

Service Desk Analyst Level 2 information

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

As of Jul 6, 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.
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Service Desk Analyst Level 2 jobs near you
Service Desk Analyst I

Service Desk Analyst I

All Lines Technology

Rock Hill, SC • On-site

$17 - $23.25/hr

Full-time

Posted 5 days ago

All Lines Technology rating

6.6

Company rating: 6.6 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

149th of 207 rated it services

Job description

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 Westinghouse. 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 metrics
  • Assures smooth handling of individual problems from call-in through resolution. Practicing Total Contact ownership.
  • Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone, E-mail and chat queues.
  • Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following: Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone /IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem, etc.)
  • Escalates/Coordinates with 2nd level support with Tier II to resolve problems when necessary.
  • Assists peers with troubleshooting, SD processes and procedures.
  • Maintains ticket queues by actively communicating with customers and peers.
  • Must be able to act with a sense of urgency and commitment to resolve issues under pressure
Minimum Requirements :
  • Associates degree in Information Technology or equivalent
  • 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.

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