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Tier 2 Service Desk Analyst Jobs (NOW HIRING)

Global Data Consultants

Service Desk Analyst

Mckinney, TX · On-site

$19 - $26/hr

The Service Desk Analyst is a critical member of the Information Services Team, delivering ... Actively listen to user concerns and diagnose issues (Tier 1-2 service for FSC and Branch locations ...

Vertisystem Inc.

Service Desk Analyst

Dallas, TX · On-site

$20.25 - $27.75/hr

We're looking for a Tier 1 Service Desk Analyst to join our growing IT team. You'll be the first ... Qualifications * 2+ years of Help Desk, Service Desk, or Desktop Support experience. * Experience ...

Global Data Consultants

Service Desk Analyst

Mckinney, TX · On-site

$19 - $26/hr

The Service Desk Analyst is a critical member of the Information Services Team, delivering ... Actively listen to user concerns and diagnose issues (Tier 1-2 service for FSC and Branch locations ...

STI

Help Desk Support :: Harrisburg, PA

Harrisburg, PA · On-site

$20.25 - $27.75/hr

The Help Desk Analyst performs the skills listed below- • Provides technical assistance, support ... tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure ...

MKS2 Technologies

Service Desk Analyst

Arlington, VA · On-site

$30 - $35/hr

Service Desk Analyst Location: On-site in Arlington, VA. Clearance: DoD Secret Pay Rate: $30-$35/hr ... Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents ...

Unioncollege

Service Desk Analyst

Schenectady, NY

$60K - $62K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Works collaboratively with Service Desk staff, Tier II analysts, and other ITS teams to support institutional technology services. Assists with the support and training of work-study students, as ...

Next Step Systems

Help Desk Analyst, Tier 2-3

Centreville, VA · On-site

$20.25 - $27.75/hr

  • Medical

  • Retirement

  • PTO

Help Desk Analyst, Tier 2-3, Centreville, VA We are looking for a Tier 2-3 Help Desk Analyst for ... VPN, Terminal Services, and Citrix. - Maintain and documentation for hardware, applications and SOP ...

Global Data Consultants

Service Desk Analyst

Mckinney, TX

$19 - $26/hr

The Service Desk Analyst is a critical member of the Information Services Team, delivering ... Actively listen to user concerns and diagnose issues (Tier 1-2 service for FSC and Branch locations ...

Opus Inspection

Service Desk Analyst

Cohoes, NY · On-site

$21.50/hr

... The Service Desk Analyst is the first point of contact for customers at private inspection ... Complex issues are escalated to Tier 2 or Tier 3 support as appropriate, while consistently ...

Peraton

Senior Service Desk Manager

Albuquerque, NM · On-site

Lead, motivate, and mentor a team of Tier I and II service desk professionals, fostering a ... Track, analyze, and report KPIs and SLA performance metrics to program management and government ...

Global Data Consultants

Service Desk Analyst

Mckinney, TX

$19 - $26/hr

The Service Desk Analyst is a critical member of the Information Services Team, delivering ... Actively listen to user concerns and diagnose issues (Tier 1-2 service for FSC and Branch locations ...

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All JobsTier 2 Service Desk Analyst Jobs

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 15, 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 Tier 2

The Tatitlek Corporation

Fort Worth, TX • On-site

Other

Re-posted 27 days ago

Job description

Overview
SUMMARY:
The Service Desk Tier 2 Tech Support shall be responsible for IT problems or requests that cannot be resolved at the Service Desk Tier 1 level. Tier 2 technicians shall be responsible for responding to and resolving "IT" Service Desk tickets on a timely manner. The persons assigned to this function will work directly with end users either remotely or at the customer's location until the incident or request is resolved. The contractor filling this position shall also be able to perform all duties and responsibilities at the Service Desk Tier 1 position level.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues.
  • Ask probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor.
  • If the incidents or problems are identified as major and require a code or configuration change, the Tier 2 Support team routes the ticket to the Tier 3 Support team.
EDUCATION AND EXPERIENCE:
  • General understanding and knowledge of the Microsoft computing environment.
  • At least 2 years of experience or more with resolving and recording software and hardware customer incidents and requests.
  • At least 2 years of experience with effectively analyzing, troubleshooting, researching, resolving tracking, documenting and when necessary escalating customer incidents and requests to the appropriate office or staff member using a ticketing database (Remedy).
  • At least 2 years working knowledge of and experience with PCs, laptops, tablets, peripherals, and related hardware technologies; Microsoft Windows XP, Windows 7, Windows 10 Operating System, the latest version of Microsoft Office and a host of other commonly used software.
  • CompTia Network+, or A+ is required, Network+ preferred for this position.
SKILLS, KNOWLEDGE AND ABILITIES:
  • Must possess a good understanding of basic networking technologies; e-mail systems, remote desktop applications, desktop applications, IT troubleshooting techniques, and shall possesses good written and oral communication skills.

PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT:
Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system.
SUPERVISORY RESPONSIBILITIES:
None.
ADDITIONAL QUALIFYING FACTORS:
As a condition of employment, must pass a pre-employment drug screening, as well as have acceptable reference and background check results.
As an equal opportunity employer, The Tatitlek Corporation recognizes that our strength lies in our people. Discrimination and all unlawful harassment, including sexual harassment, in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment. We support and obey laws that prohibit discrimination everywhere we do business.

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