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Tier 2 Service Desk Analyst Jobs (NOW HIRING)

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Tier 2 Service Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Overview Tier 2 Service Desk Analyst Arlington, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional ...

Shield

Service Desk Manager - Tier II

Anaheim, CA · On-site +1

$93K - $108K/yr

This includes coordinating root cause analysis, identifying opportunities for proactive remediation ... The Tier II Service Desk Manager will work closely with Senior Service Managers, Customer Success ...

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 ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... Strong analytical skills and be a creative self-starter with the ability to work both independently ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... Strong analytical skills and be a creative self-starter with the ability to work both independently ...

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 ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... • Strong analytical skills and be a creative self-starter with the ability to work both ...

Sharp Solutions, Inc.

Tier 2 Service Desk L2

Reston, VA · On-site

$21.25 - $29.25/hr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... • Strong analytical skills and be a creative self-starter with the ability to work both ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... Strong analytical skills and be a creative self-starter with the ability to work both independently ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... • Strong analytical skills and be a creative self-starter with the ability to work both ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Reston, VA

$21.25 - $29.25/hr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... • Strong analytical skills and be a creative self-starter with the ability to work both ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Reston, VA

$21.25 - $29.25/hr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... • Strong analytical skills and be a creative self-starter with the ability to work both ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... • Strong analytical skills and be a creative self-starter with the ability to work both ...

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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 Aug 16, 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 is a Tier 2 Service Desk Analyst?

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.

What are the key skills and qualifications needed to thrive as a Tier 2 Service Desk Analyst?

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.

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Tier 2 Service Desk Analyst jobs near you

Tier II Service Desk Analyst

Community Health Network

Indianapolis, IN • On-site

$19.50 - $26.75/hr

Full-time

Posted 4 days ago

Community Health Network rating

7.6

Company rating: 7.6 out of 10

Based on 234 frontline employees who took The Breakroom Quiz

190th of 887 rated healthcare providers

Job description

Join Community
Community Health Network was created by our neighbors, for our neighbors. Over 60 years later, "community" is still the heart of our organization. It means providing our neighbors with the best care possible, backed by state-of-the-art technology. It means getting involved in the communities we serve through volunteer opportunities and benefits initiatives. It means ensuring our dedicated caregivers can learn and grow to stay at the top of their fields and to better serve our patients. And above all, it means exceptional care, simply delivered - and we couldn't do it without you.
Where you fit in
The Tier II Service Desk Analyst resolves or escalates support tickets from the IT Service Desk that cannot be resolved by Tier I support. This role supports Problem Management by providing more in-depth analysis of incidents and information requests, helping teammates resolve technical issues efficiently and effectively. The Tier II Service Desk Analyst supports a wide range of systems and applications, including Outlook, Microsoft 365, RightFax, Cisco phones, UKG, and other enterprise technologies, while serving as a liaison between frontline support and higher-tier technical teams.
Exceptional Skills and Qualifications
Applicants for this position should be able to collaborate with others in a team setting, have excellent communication skills, and a positive attitude toward problem-solving.
  • Bachelor's degree or equivalent field related work experience required.
  • A combination of education and experience will be considered in lieu of a degree.
  • Three (3) years of customer service experience required.
  • One (1) year of ServiceNow experience is strongly preferred.
  • Strong written and verbal communication skills, including active listening.
  • Strong technical aptitude with the ability to learn and adapt to new technologies.
  • Desire to provide outstanding customer service in every interaction.
  • Ability to work effectively in a fast-paced environment.

Why Community?
At Community Health Network, we build teams that deliver exceptional care through empathy, communication and collaboration. We consider ALL an integral part of the exceptional patient experience. We PRIIDE ourselves on not having employees but Caregivers. Join our Community as we make a difference in your community.
Caring people apply here.
Apply Today!

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