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Tier 2 Service Desk Analyst Jobs in Raleigh, NC (NOW HIRING)

defi AUTO LLC

Client Support Desk Analyst

Raleigh, NC · On-site

$20 - $27.25/hr

... servicing, and managed servicing solutions. Our customers include the highest-volume captive auto ... This is a Level 2 Technical Application Support position, not an IT Help Desk role. Candidates ...

Berriehill Research

Tier 2 Cloud Support

Raleigh, NC · On-site

... service and growth. If you are looking for a career as a Tier 2 Cloud Support agent and you are ... analysis, environmental technologies, and testing and measurement. ARA also prides itself, on ...

ARA

Tier 2 Cloud Support

Raleigh, NC · On-site

... service and growth. If you are looking for a career as a Tier 2 Cloud Support agent and you are ... analysis, environmental technologies, and testing and measurement. ARA also prides itself, on ...

LC Industries

Coordinator, Help Desk

Durham, NC · On-site

Providing Tier 1 and Tier 2 IT support and managing help desk tickets * Customer service and technical support * Basic M365, Exchange, AD, AzureAD, Entra administration * Remote management tools

CYNET SYSTEMS

Service Desk Technician

Cary, NC · On-site

$15 - $20/hr

Client. or Diploma). * 2-3 years of help desk, voice customer service, and support experience with ... Evaluate, analyze, and setup PC-based software products including word processors, spreadsheets ...

L C Industries

Coordinator, Help Desk

Durham, NC · On-site

Providing Tier 1 and Tier 2 IT support and managing help desk tickets * Customer service and technical support * Basic M365, Exchange, AD, AzureAD, Entra administration * Remote management tools

STI

Service Desk Specialist

Raleigh, NC · On-site

The Service Desk uses technical expertise in the Service Delivery of an Information Technology ... Ability to work independently to analyze customer's needs and resolve technical problems; manage ...

US IT Solutions Inc

IT Service Desk lead

Durham, NC · On-site

IT Service Desk Lead Solid knowledge and experience with browser based applications. Experience researching, analyzing and interpreting automated system problems. Very good oral and written ...

Variety Wholesalers Inc

HELP DESK ANALYST

Henderson, NC

$19 - $26/hr

... service quality in all interactions. Qualifications for this position include: * Up to one year of related experience * Demonstrated proficiency with Windows software * Good communication and ...

Nutanix

Deal Desk Analyst - Federal Sales

Durham, NC · Hybrid

$19.75 - $27/hr

If so, you'll thrive in our newly created Deal Desk Analyst role, where you'll have the opportunity ... About the Team The Deal Desk team at Nutanix is a newly created group about 2 years ago. This role ...

Roses Discount Stores

HELP DESK ANALYST

Henderson, NC · On-site

$19 - $26/hr

... service quality in all interactions. Qualifications for this position include: * Up to one year of related experience * Demonstrated proficiency with Windows software * Good communication and ...

Big Lots

HELP DESK ANALYST

Henderson, NC · On-site

$19 - $26/hr

... service quality in all interactions. Qualifications for this position include: * Up to one year of related experience * Demonstrated proficiency with Windows software * Good communication and ...

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All JobsTier 2 Service Desk Analyst JobsTier 2 Service Desk Analyst Jobs in Raleigh, NC

Tier 2 Service Desk Analyst information

See Raleigh, NC salary details

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

As of Sep 3, 2026, the average hourly pay for tier 2 service desk analyst in Raleigh, NC is $23.42, according to ZipRecruiter salary data. Most workers in this role earn between $19.18 and $26.15 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.

What are popular job titles related to Tier 2 Service Desk Analyst jobs in Raleigh, NC?

For Tier 2 Service Desk Analyst jobs in Raleigh, NC, the most frequently searched job titles are:

What job categories do people searching Tier 2 Service Desk Analyst jobs in Raleigh, NC look for?

The top searched job categories for Tier 2 Service Desk Analyst jobs in Raleigh, NC are:

Tier 2 Service Desk Analyst jobs near you
Infographic showing various Tier 2 Service Desk Analyst job openings in Raleigh, NC as of July 2026, with employment types broken down into 70% Full Time, 10% Part Time, and 20% Contract. Highlights an 90% In-person, and 10% Remote job distribution, with an average salary of $48,707 per year, or $23.4 per hour.

Lead Service Desk

Noblesoft Technologies

Morrisville, NC • On-site

Contractor

Re-posted 14 days ago

Job description

Role – Service desk lead

Location – Morrisville, NC (Onsite)
 

Job Description

To lead the delivery of Service Desk & support functions like incident & change management and all supporting activities associated with Application & Infra Management.
Primary responsibilities include managing the quality of infrastructure services and developing and implementing processes and procedures that will contribute to increased levels of availability and performance, decrease system faults, lower costs and ultimately higher levels of client satisfaction. The role involves suggesting & implementing agreed process adherence, efficiency and value added services to the customer.

Job Functions & Responsibilities:
The Service Desk Lead is a position with accountability of the technical service desk. The Service Desk Manager is expected to work closely with their counterparts at the client side and also with enabling functions in the Organization to manage and drive transition of infrastructure management activities into a remote model, and provide oversight over all aspects of quality and service levels.

Specific responsibilities include:
A. Deliver Managed Services for the global Clients. Transformation experience will be a plus.
B. Build and manage teams and direct all related People/ Process and Technology Competencies and work closely with Technical CoE Leads.
C. Build and Maintain customer relationship.
D. Effectively monitor, control and support infrastructure service delivery ensuring all agreed methodologies and procedures are followed
E. Other responsibilities as follows:-
• Expansion of services to fill entire gamut of infrastructure services.
• Focus on project opportunities and transformation initiatives.
• ITIL process definitions and implementation.
• Automation in service delivery.
• Ensure knowledge retention.
• Resource management & Utilization, Attrition control.
• Audit and security compliance – both from HCL and customer’s requirements.
• Management reporting - both for HCL and customer.
• Conduct regular in-depth service and process audits.
• Employee retention, motivation and training.
• Focus on grooming people from L1 to L2, L2 to L3 within select timelines.
• Overall SLA management – Operation interaction with technologies Lead / Service Owner
• Manage & deliver overall Customer Satisfaction.
• Manage & deliver overall employee satisfaction.

Qualifications & Skills Desired:
(Experience Education/Certifications)
• 7-10 Years of experience out of which at least 2+ years of IT Operations and Management at team/Operations manager level.
• Comfortable in a fast-paced high-pressure rapidly evolving entrepreneurial environment.
• Strong managerial, Team Building, and Decision-Making skills.
• Expertise in Defining Process & Task Distribution and ensure the implementation within the Service.
• B.E / B. Tech / MCA, non-technical graduate degree with desired experience.
• Excellent written and verbal communications skills in English
• Excellent interpersonal skills.
• Strong people management skills
• Open to work in a 24x7 environment and flexible with work timings