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Service Desk Analyst Two Jobs in Baltimore, MD (NOW HIRING)

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 ...

TEKsystems

Help Desk Analyst

Catonsville, MD

$18 - $19/hr

Description We are seeking a customer-focused Tier 1 Service Desk Analyst to join our managed services support team. This role will serve as the first point of contact for end users and will provide ...

New

TEKsystems

Help Desk Analyst

Catonsville, MD

$18 - $19/hr

Description We are seeking a customer-focused Tier 1 Service Desk Analyst to join our managed services support team. This role will serve as the first point of contact for end users and will provide ...

New

APGFCU

Manager, Service Desk

Edgewood, MD · On-site +1

Provide hands-on support to end users on level II and Level III requests and serve as escalation point for issues. * Perform service desk trend analysis; recommend and implement solutions to reduce ...

APG Federal Credit Union

Manager, Service Desk

Edgewood, MD · On-site

$74 - $125.80/hr

Provide hands-on support to end users on level II and Level III requests and serve as escalation point for issues.* Perform service desk trend analysis; recommend and implement solutions to reduce ...

New

XPERTECHS

Service Desk Specialist

Columbia, MD · On-site

Analyze trends for ways to prevent future problems and alert management to emerging trends in ... least 2 years' recent Service Desk experience to the small or mid-sized business market; or an ...

DatamanUSA, LLC

Service Desk Technician

Baltimore, MD · On-site

... 2 years of customer support, help desk, or technical support experience. *) Experience with Windows operating systems, Microsoft Office, and PC hardware troubleshooting. *) Strong knowledge of ...

DatamanUSA, LLC

Service Desk Technician

Baltimore, MD · On-site

... 2 years of customer support, help desk, or technical support experience. *) Experience with Windows operating systems, Microsoft Office, and PC hardware troubleshooting. *) Strong knowledge of ...

A&T Systems

Service Desk Technician

MD · On-site

The Service Desk Technician serves as the first point of contact for end users requiring technical ... HDI Support Center Analyst (HDI-SCA) * HDI Customer Service Representative (HDI-CSR) * Microsoft or ...

FlexTG

Tier II Service Desk

Baltimore, MD · On-site

Tier 2 Service Desk Job Number: Career Level Mid Location: In Person Department: MITS Reports To: MITS Operations Manager FLSA Status: Non-Exempt EEO Code: 3 Technicians Original Creation Date: 5/18 ...

Posted today

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Service Desk Analyst Two information

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

As of Sep 2, 2026, the average hourly pay for service desk analyst two in Baltimore, MD is $23.94, according to ZipRecruiter salary data. Most workers in this role earn between $19.57 and $26.73 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

Service Desk Analyst (Hybrid)

Serigor, Inc.

Baltimore, MD • On-site

$20.25 - $27.75/hr

Full-time

Re-posted yesterday

Job description

Job Title: Service Desk Analyst (Hybrid)
Location: Baltimore, MD
Duration: Fulltime
Job Description:
The Client is seeking an IT Service Desk technician to serve as the first point of contact for customers seeking technical assistance via remote support technologies. The Help Desk Tech will perform troubleshooting with customers and determine the best solution for technical issues and queries.
Responsibilities may include but are not limited to:
  • Monitor the Service Desk ticket queue and assist with all aspects of technical support via phone, chat, email or in person.
  • Determine the best solution based on the issue and details provided by customers
  • Determine when to escalate issues to level 2/3
  • Configure "agency specific" software
  • Isolate and diagnose common hardware/software problems
  • Maintain records of repairs and fixes for future reference and updates of procedures
  • Document changes and improvements
  • Ability to work with other IT professionals as needed for product/application support
  • Create and maintain KB articles in the Customer service portal.

Required Skills, Knowledge and Abilities:
  • Knowledge of the interrelationship of systems and hardware and information technology operations.
  • Knowledge of basic network-based communications.
  • Skill in installing, repairing, and troubleshooting software and hardware
  • Ability to analyze, apply logic and solve technology problems.
  • Ability to establish and maintain effective working relationships with vendors, management, technical co-workers, support specialists, and IT users.
  • Ability to write detailed technical reports and analyses.
  • Ability to troubleshoot common operating systems issues.

Minimum Education and Experience Requirements
  • Associate degree.
  • Two years of computer and customer support
  • Verbal and written communication skills.
  • Previous IT experience in government is preferred.

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