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Service Desk Analyst Two Jobs (NOW HIRING)

Duke University

Service Desk Analyst II

Durham, NC · On-site

$19.75 - $27/hr

Service Desk Analyst II - Duke University OIT Be You. Be Bold. Choose Duke. Be You. Introduction The Office of Information Technology (OIT) at Duke University is seeking a Service Desk Analyst II to ...

Duke University

Service Desk Analyst II

Durham, NC

$19.75 - $27/hr

Service Desk Analyst II - Duke University OIT Be You. Be Bold. Choose Duke. Be You. Introduction The Office of Information Technology (OIT) at Duke University is seeking a Service Desk Analyst II to ...

RedHelm

Service Desk Analyst II

Atlanta, GA · On-site

$19.75 - $27/hr

About the Role We are seeking a Service Desk Analyst II to serve as an escalation point for challenging or unresolved technical issues and act as an individual contributor within the Service Desk.

New

RedHelm

Service Desk Analyst II

Pittsburgh, PA

$20 - $27.25/hr

About the Role We are seeking a Service Desk Analyst II to serve as an escalation point for challenging or unresolved technical issues and act as an individual contributor within the Service Desk.

New

RedHelm

Service Desk Analyst II

Columbia, SC

$19 - $26/hr

About the Role We are seeking a Service Desk Analyst II to serve as an escalation point for challenging or unresolved technical issues and act as an individual contributor within the Service Desk.

New

Americo Life, Inc.

Service Desk Analyst II

Kansas City, MO · On-site

$20 - $27.25/hr

Service Desk Analyst II Americo is hiring a full-time Service Desk Analyst to join our expanding team! The hours for this position are 8:00 - 5:00, onsite at our downtown Kansas City office! Overview ...

Socket.dev

Service Desk Analyst II, Brewery

Allentown, PA · On-site

$65K - $120K/yr

The Service Desk Analyst II leads daily operations of the service desk, providing expert guidance and support to other analysts, and managing major service incidents. Additionally, the analyst will ...

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, functioning as a guide for daily accountabilities and responsibilities. This role is accountable for ...

Willis Knighton Health

Help Desk II

Shreveport, LA · On-site

$19.75 - $27/hr

Help Desk Analysts II are expected to be highly customer-service oriented, proactive in anticipating and resolving problems, and focused on maximizing the efficient use of computer resources. The ...

Willis Knighton Health

Help Desk II

Shreveport, LA · On-site

$19.75 - $27/hr

Help Desk Analysts II are expected to be highly customer-service oriented, proactive in anticipating and resolving problems, and focused on maximizing the efficient use of computer resources. The ...

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, functioning as a guide for daily accountabilities and responsibilities. This role is accountable for ...

HCTec

Service Desk Analyst II

Hohenwald, TN · On-site

$17 - $23.25/hr

HCTec is a managed services company seeking a Service Desk Analyst II to provide remote support from their 24/7 call center. The role involves delivering technical support to patients, physicians ...

HCTec

Service Desk Analyst II

Hohenwald, TN · On-site

$17 - $23.25/hr

The Service Desk Analyst II is responsible for supporting customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. In addition, this role will ...

Netrio

Service Desk Analyst II (Weekends)

Mckinney, TX · On-site

$19 - $26/hr

The Service Desk Analyst 2 will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountabilities and responsibilities. This role is accountable for creating ...

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Service Desk Analyst Two information

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$14

$24

$35

How much do service desk analyst two jobs pay per hour?

As of Sep 15, 2026, the average hourly pay for service desk analyst two 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 Two vs Service Desk Analyst One?

AspectService Desk Analyst TwoService Desk Analyst One
CertificationsITIL Foundation, CompTIA A+ITIL Foundation, CompTIA A+
Work EnvironmentHelp desk, remote support, on-siteHelp desk, remote support, on-site
ResponsibilitiesAdvanced troubleshooting, mentoring, ticket escalationBasic troubleshooting, ticket logging, initial support

The Service Desk Analyst Two typically handles more complex issues, provides mentorship, and escalates tickets as needed, whereas the Service Desk Analyst One focuses on basic support and initial troubleshooting. Both roles share similar certifications and work environments, but Service Desk Analyst Two requires more experience and technical skills.

What is a level 2 service desk analyst job description?

A Level 2 Service Desk Analyst handles more complex technical issues than Level 1, often troubleshooting hardware, software, and network problems. They may use remote support tools, document solutions, and escalate unresolved issues to higher-level teams, requiring strong technical skills and knowledge of ITIL processes.

What is the career path of a Service Desk Analyst Two?

A Service Desk Analyst Two typically advances to roles such as Senior Service Desk Analyst, Technical Support Specialist, or IT Support Supervisor, often by gaining experience, technical certifications, and expanding their knowledge of IT systems. Career progression may also include moving into specialized areas like network support, cybersecurity, or IT management. Developing skills in troubleshooting, customer service, and relevant tools can facilitate advancement.

What is the next step after service desk analyst?

The next step after a Service Desk Analyst role often involves advancing to positions such as IT Support Specialist, Systems Administrator, or Network Technician, which typically require additional technical skills or certifications like CompTIA A+ or Network+. Gaining experience, expanding technical knowledge, and developing problem-solving skills are key for career progression in IT support roles.
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Service Desk Analyst Two jobs near you
Infographic showing various Service Desk Analyst Two job openings in the United States as of September 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $50,106 per year, or $24.1 per hour.

Service Desk Analyst II

Durham, NC • On-site

Duke University
Colleges, Universities, and Professional Schools • 10K+ employees
Learn more about Duke Universityexternal

$19.75 - $27/hr

Full-time

Posted 13 days ago

Duke University rating

6.7

Company rating: 6.7 out of 10

Based on 55 frontline employees who took The Breakroom Quiz

Job description

Service Desk Analyst II - Duke University OIT
Be You. Be Bold. Choose Duke.
Be You.
Introduction
The Office of Information Technology (OIT) at Duke University is seeking a Service Desk Analyst II to join our frontline support team. You will provide exceptional customer service and technical assistance to the Duke community across phone, chat, email, and in-person support channels at The LINK. This position is onsite in Durham with rotating schedules to support campus needs.
Standard Hours:
• Monday-Friday, 8:00 AM - 5:00 PM
One week per month:
• Monday-Thursday, 10:00 AM - 7:00 PM
Minimum Requirements
  • Associate degree in a computer-related field or 2-3 years of relevant IT support experience, or equivalent.
  • Strong customer service orientation and professional communication skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Smartphone required for MFA and communication tools.

Preferred Qualifications
  • Familiarity with Duke's IT environment or similar higher-education IT support.
  • Experience using ServiceNow or comparable incident management systems.
  • Troubleshooting skills for Windows, macOS, and basic Linux/UNIX.
  • Understanding of networking, VPN, email clients, calendaring tools, and web technologies.
  • Ability to support enterprise services such as Duke Unlock, MFA/DUO, and device management tools.
  • Diagnostic skills for hardware and software.
  • Understanding of ITIL-based processes.
  • Ability to use and adapt to AI tools for troubleshooting and workflow automation.

Other Requirements
  • Strong organizational and multitasking abilities.
  • Dependable, self-motivated, and adaptable to evolving technologies.
  • Ability to supervise undergraduate student workers at the walk-up desk.
  • Commitment to documentation standards, SOPs, and security policies.

Position Type
On site - Work performed on-site at Duke University.
Be Bold.
Essential Job Duties
  • Provide technical support via phone, chat, web, email, and in-person for accounts, networking, operating systems, enterprise apps, and supported software.
  • Monitor and manage ServiceNow incidents; document troubleshooting, assign tickets, and ensure SLA compliance.
  • Communicate status and resolutions directly with customers.
  • Leverage AI-powered tools to enhance troubleshooting accuracy and efficiency.
  • Follow up with users and resolver groups to ensure timely progress.
  • Recommend improvements to knowledge base articles and internal processes.
  • Serve as communication relay during major service outages.
  • Guide and supervise undergraduate workers at the walk-up desk.
  • Use tools such as Splunk, PowerShell, and dashboards to investigate issues.
  • Support student hardware/software issues including Duke's loaner laptop program.
  • Process rental equipment checkouts and returns using WebCheckout.
  • Participate in meetings, trainings, and service improvement initiatives.
  • Perform other related duties as assigned.

Choose Duke.
Why Join Us
Duke's Office of Information Technology (OIT) provides critical IT services supporting teaching, research, and operations across the university. As a Service Desk Analyst II, you will play a key role in delivering high-quality support in a dynamic, collaborative, and service-focused environment.
Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions:
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

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About Duke University

Sourced by ZipRecruiter

Duke is regarded as one of America's leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate, and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Industry

Colleges, universities, and professional schools and hospitals

Company size

10,000+ Employees

Headquarters location

Durham, NC, US

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