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Tier 2 Service Desk Analyst Jobs (NOW HIRING)

Leidos

Senior Service Desk Analyst (Tier 1)

Alexandria, VA · On-site

$22 - $30/hr

Resolve Tier 1 and Tier 2 service desk tickets , including troubleshooting and issue diagnosis ... Provide reporting and analysis on service desk performance, incidents, and user trends. * Support ...

Leidos

Senior Service Desk Analyst (Tier 1)

Gaithersburg, MD · On-site

$22.25 - $30.25/hr

Resolve Tier 1 and Tier 2 service desk tickets , including troubleshooting and issue diagnosis ... Provide reporting and analysis on service desk performance, incidents, and user trends. * Support ...

Insight Global

Helpdesk Analyst

Seattle, WA · On-site

$25 - $31/hr

Tier 2 Service Desk Location : 1700 7th Ave, Seattle, WA 98101 3+ year long engagement REQUIRED SKILLS AND EXPERIENCE - 3+ years experience as a Service Desk Analyst or Technical Support - experience ...

FlexTG

Tier II Service Desk

Hunt Valley, MD

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 ...

FlexTG

Tier II Service Desk

Hunt Valley, MD

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 ...

STI

Help Desk Analyst

Harrisburg, PA · On-site

$20.25 - $27.75/hr

Job Title: Help Desk Analyst Location: Harrisburg, PA Duration: 12+ Months 8am to 4.30pm ... tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure ...

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 ...

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Tier 2 Service Desk Analyst information

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

As of Jul 2, 2026, the average hourly pay for tier 2 service desk analyst 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 are the key skills and qualifications needed to thrive as a Tier 2 Service Desk Analyst, and why are they important?

To thrive as a Tier 2 Service Desk Analyst, you need in-depth knowledge of IT troubleshooting, network and system administration, and typically an associate’s or bachelor’s degree in information technology or a related field. Familiarity with ticketing systems like ServiceNow, remote desktop tools, and certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator are commonly required. Strong problem-solving skills, effective communication, and patience help you excel in resolving escalated technical issues and supporting end users. These skills and qualifications are essential to ensure prompt, accurate resolution of complex IT problems, maintaining business continuity and user satisfaction.

What are some common challenges faced by Tier 2 Service Desk Analysts, and how can they be managed effectively?

Tier 2 Service Desk Analysts often encounter challenges such as troubleshooting complex technical issues that require in-depth investigation, balancing multiple high-priority tickets, and collaborating with Tier 1 support and other IT teams. Managing these challenges effectively involves strong problem-solving skills, clear communication, and prioritization of tasks based on urgency and impact. Leveraging knowledge bases, documenting solutions, and continuously updating technical skills can also help analysts stay efficient and provide high-quality support.

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

AspectTier 2 Service Desk AnalystTier 1 Service Desk Analyst
CredentialsBasic IT certifications (e.g., CompTIA A+), relevant experienceEntry-level certifications, foundational IT knowledge
Work EnvironmentHandles more complex technical issues, often in a dedicated support teamInitial point of contact, handles basic troubleshooting
ResponsibilitiesDiagnoses advanced issues, escalates when needed, provides detailed supportResponds to common user inquiries, resolves basic problems

The main difference between a Tier 2 Service Desk Analyst and a Tier 1 Service Desk Analyst lies in the complexity of issues handled. Tier 2 analysts manage more technical problems requiring deeper troubleshooting skills, while Tier 1 analysts focus on basic support and initial customer contact. Both roles are essential in a support hierarchy, with Tier 2 providing advanced assistance to ensure smooth IT operations.

What are Tier 2 Service Desk Analysts?

Tier 2 Service Desk Analysts are IT professionals who handle more complex technical issues that cannot be resolved by Tier 1 support staff. They provide advanced troubleshooting, resolve escalated tickets, and may work directly with users or coordinate with other IT teams. Their responsibilities often include diagnosing hardware and software problems, maintaining system documentation, and supporting system upgrades. Tier 2 analysts play a critical role in ensuring smooth IT operations within an organization.
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Tier 2 Service Desk Analyst jobs near you
Senior Service Desk Analyst (Tier 1)

Senior Service Desk Analyst (Tier 1)

Leidos

Alexandria, VA • On-site

$22 - $30/hr

Full-time

This job post has expired today. Applications are no longer accepted.

Leidos rating

8.4

Company rating: 8.4 out of 10

Based on 147 frontline employees who took The Breakroom Quiz

56th of 437 rated business services

Job description

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted data at scale. Leidos Digital Modernization sector is seeking an experienced Senior Service Desk Analyst (Tier 1) to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations.
In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production-ready solutions. You will contribute directly to product planning, execution, and continuous improvement-helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success.
This position offers the opportunity to work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies. Ideal candidates are motivated by mission impact, comfortable operating in complex stakeholder environments, and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.
Primary Responsibilities:
  • Serve as the first line of technical support for users, performing initial triage and resolving routine issues.
  • Provide technical support for user issues including account access, system functionality, and platform services.
  • Resolve Tier 1 and Tier 2 service desk tickets, including troubleshooting and issue diagnosis.
  • Support intake, categorization, routing, and tracking of service desk requests across WDP environments.
  • Troubleshoot issues related to user access, system performance, and platform tools.
  • Coordinate escalation of complex issues to Tier 3 support and engineering teams.
  • Ensure compliance with SLAs, KPPs, and service desk performance metrics.
  • Support onboarding, account management, and access provisioning activities.
  • Contribute to development and maintenance of knowledge base content, SOPs, and FAQs.
  • Monitor service desk trends and identify opportunities for process improvement.
  • Support automation and optimization of service desk workflows where applicable.
  • Collaborate with engineering, data, and platform teams to support issue resolution and system improvements.
  • Provide reporting on service desk activity, incidents, and performance metrics.
  • Support automation of service desk processes, including use of AI-enabled tools and workflow automation.
  • Provide reporting and analysis on service desk performance, incidents, and user trends.
  • Support onboarding, access management, and troubleshooting for users across multiple security environments.

Basic Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, Engineering, or related technical discipline and 8 + years of relevant experience OR Master's degree in a related field and 6 + years of relevant experience.
  • At least one of the following foundational qualification pathways consistent with DoD 8140 requirements:
    • Current DoD 8570/8140 baseline certification appropriate for Intermediate Technical Support Specialist roles (e.g., Security+, CySA+, or equivalent),
    • Offerings listed in the DoD 8140 Training Repository,
    • Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives.
  • Experience providing technical support in enterprise environments.
  • Experience supporting Tier 1 and Tier 2 service desk operations.
  • Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, or similar).
  • Experience troubleshooting user access, system, and application issues.
  • Strong problem-solving and communication skills.
  • Familiarity with IT service management (ITSM) principles and practices.
  • Excellent problem-solving and troubleshooting skills.
  • Ability to work in a fast-paced, dynamic environment.
  • Knowledge of DoD security policies and procedures.

Preferred Qualifications:
  • Active TS/SCI Clearance.
  • Experience supporting service desk operations across NIPRNet, SIPRNet, and JWICS environments.
  • Experience supporting enterprise data, analytics, or AI platforms.
  • Experience implementing service desk process improvements or automation.
  • ITIL certification or equivalent service management certification.
  • Experience with knowledge management systems and user support documentation.
  • Experience operating within SAFe or Agile environments.
  • Familiarity with cloud-based environments and security enclaves (IL2, IL5, IL6, JWICS).
  • Experience implementing service desk automation, AI chatbots, or workflow optimization.
  • Knowledge of data analytics and artificial intelligence applications in a user support context.

Clearance Required:
  • No formal clearance is required at time of start but all applicants must be eligible to obtain a TS/SCI upon employment.

#ADVANA
If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.
Original Posting:
May 8, 2026
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $82,550.00 - $149,225.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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About Leidos

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At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable practices. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community.

Industry

It services

Company size

10,000+ Employees

Headquarters location

Reston, VA, US

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