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Tier 2 Service Desk Analyst Jobs (NOW HIRING)

Vertisystem Inc.

Service Desk Analyst

Manhattan, NY · On-site

$22.50 - $30.75/hr

Tier 3 Service Desk Analyst (New York City) We re looking for a highly skilled Tier 3 Service Desk ... Mentor Tier 1 and Tier 2 analysts and help improve overall service quality What we re looking for ...

Highstreet IT

Service Desk Support Analyst

Los Angeles, CA · On-site

$22 - $30.25/hr

The role of the Service Desk Analyst is to provide a wide range of services related to Incident ... Routing of tickets to tier-2 resolvers when necessary * Tracking and communications with the ...

STI

Help Desk Analyst :: Dauphin County

Dauphin, PA · On-site

$18.25 - $25/hr

... Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution. • Follow quality standards and displays strong customer service skills. • Able to work in a team ...

Unio Digital

Tier II Service Desk Engineer

Tucson, AZ · On-site

We are looking for an experienced Tier 2 Service Desk Technician with exceptional people skills and ... Engage in root cause analysis for recurring issues, developing long-term solutions to minimize ...

Union College

Service Desk Manager

Schenectady, NY · On-site

Trains and supports the Senior Service Desk Analyst in Tier II telecommunications related work. Demonstrates and promotes consistent service quality and knowledge sharing across the team. * Process ...

Unioncollege

Service Desk Manager

Schenectady, NY · On-site

Trains and supports the Senior Service Desk Analyst in Tier II telecommunications related work. Demonstrates and promotes consistent service quality and knowledge sharing across the team. * Process ...

STI

Help Desk Analyst - Dauphin County, PA

Dauphin, PA · On-site

$18.25 - $25/hr

... Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution. • Follow quality standards and displays strong customer service skills. • Able to work in a team ...

Everwise Credit Union

Service Desk Analyst

Indianapolis, IN · On-site

$19.50 - $26.75/hr

The Service Desk Analyst is responsible for providing timely, courteous support for Tier 1 ... Coordinate seamless hand-offs for Tier 2+ support by escalating issues to the appropriate ...

CSV-Taurean

Service Desk Lead

Alexandria, VA · On-site

Secret Overview The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training ...

Everwise Credit Union

Service Desk Analyst

South Bend, IN · On-site

$20 - $27.50/hr

The Service Desk Analyst is responsible for providing timely, courteous support for Tier 1 ... Coordinate seamless hand-offs for Tier 2+ support by escalating issues to the appropriate ...

CSV-TAUREAN

Service Desk Lead

Alexandria, VA · On-site

Secret Overview The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training ...

CSV-Taurean

Service Desk Lead

Alexandria, VA · On-site

Secret Overview The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training ...

Protek Support

Be Seen First

Tier 2 Service Desk Engineer

Sandy, UT · On-site

$47K - $68K/yr

We're looking for an experienced Tier 2 Service Desk Engineer who enjoys solving technical challenges, helping clients, and mentoring teammates. What You'll Do * Troubleshoot and resolve escalated ...

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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 14, 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?

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 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.
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Tier 2 Service Desk Analyst jobs near you

Service Desk Analyst

Vertisystem Inc.

Manhattan, NY • On-site

$22.50 - $30.75/hr

Other

Posted 23 days ago

Job description

Tier 3 Service Desk Analyst (New York City)

We re looking for a highly skilled Tier 3 Service Desk Analyst to join a fast-growing IT team in New York. This is a hands-on, high-impact role for someone who thrives in complex technical environments, takes full ownership of issues, and enjoys improving how IT support operates at scale.

What you ll do

  • Act as the final escalation point for advanced technical issues across software, hardware, SaaS, identity, and networking
  • Manage and support macOS and Windows environments using Jamf Pro and Microsoft Intune
  • Administer and optimize Google Workspace (Gmail, Drive, Docs, Calendar, Admin Console, user lifecycle, permissions, security)
  • Support IT projects such as office buildouts, acquisitions, application rollouts, and hardware refreshes
  • Develop automation opportunities using scripting and workflow tools
  • Create and maintain SOPs, documentation, and knowledge base articles
  • Mentor Tier 1 and Tier 2 analysts and help improve overall service quality

What we re looking for

  • 3 - 5 years in IT support with strong Tier 3 / advanced troubleshooting experience
  • Strong hands-on experience with macOS, Windows 10/11, Jamf Pro, Intune, and Google Workspace
  • Experience with VPNs, SSO, endpoint security, and compliance practices
  • Strong documentation skills (SOPs, troubleshooting guides, technical write-ups)
  • Experience with ticketing systems such as Zendesk or similar
  • Strong communication, problem-solving, and ownership mindset

Nice to have

  • Experience with Slack, Zoom, and collaboration tools
  • Exposure to AV / conference room technology
  • Experience in high-growth or M&A environments
  • Familiarity with NIST, ISO 27001, or SOC 2 frameworks
  • Interest in mentoring or stepping into leadership responsibilities

Location: New York City, NY

If you enjoy solving complex technical challenges, improving systems, and supporting a modern IT environment this role is for you.

Apply