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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 ...

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 · On-site

$60K - $62K/yr

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 ...

Union College

Service Desk Analyst

Schenectady, NY · On-site

$60K - $62K/yr

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

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 ...

Peraton

Senior Service Desk Manager

Albuquerque, NM · On-site

$104K - $166K/yr

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 ...

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 ...

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 ...

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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 Technician Tier 2 (MSP)

Justice IT Consulting

Burleson, TX • On-site

$72K - $82K/yr

Full-time

Re-posted 28 days ago

Job description

Join Justice IT Consulting -- Where Your Growth and Impact Matter

Service Desk Technician - Tier 2 (MSP)


Burleson, TX (In-Person)

Full-Time Monday-Friday, 8:00am-5:00pm

$72,000 - $82,000 + Benefits


Are you tired of feeling like a number? Come join a team where your thoughts are heard, your contribution is recognized, and we know your name.

At Justice IT Consulting, the number one goal of everyone on our team is to make our clients exceptionally happy. As a Tier 2 Service Desk Technician, you play a critical role in making that happen.


This is not a scripted helpdesk position. This is a role for someone who can think independently, troubleshoot methodically, and take ownership of complex technical issues in a fast-paced MSP environment.


Who We Are

Justice IT Consulting is a premier cybersecurity company and turnkey IT provider serving small businesses, manufacturing, aerospace, and defense contractors throughout Texas.


Our mission is simple: We protect our clients and their revenue by solving complex problems and tailoring solutions to their unique business.


We operate by clear, lived core values:

  • Secure Without Compromise
  • Earn Trust Every Day
  • Lead with Optimism
  • Deliver Excellent Craftsmanship
  • Cultivate Personal Growth
  • Foster Wow Moments
The Opportunity -- Step Beyond Tier 1

As a Service Desk Technician - Tier 2, you will:

  • Resolve complex issues that cannot be completed at the Tier 1 level
  • Perform deeper troubleshooting across servers, networking, cloud services, and line-of-business applications
  • Serve as a technical resource for Tier 1 staff
  • Take ownership of tickets through resolution whenever possible
  • Escalate appropriately to senior engineers when issues exceed scope

You will be trusted to manage client expectations, communicate clearly, and ensure smooth handoffs when escalation is necessary.


What You'll Do

Client Support & Ownership

  • Serve as a primary technical point of contact for escalated client issues
  • Deliver a calm, professional, solution-focused experience
  • Troubleshoot across workstations, servers, networking, and cloud platforms
  • Own problems rather than passing tickets unnecessarily

Ticketing & Documentation

  • Manage and resolve tickets using PSA/ticketing systems
  • Accurately document troubleshooting steps, findings, and resolutions
  • Maintain clear and up-to-date system documentation
  • Prevent stale tickets through active management and communication

Monitoring & Proactive Remediation

  • Review RMM dashboards and alerts
  • Investigate recurring issues and recommend permanent fixes
  • Validate automated tasks and remediation processes

Project Work

  • Assist with implementations, migrations, upgrades, and documentation
  • Execute assigned project tasks independently
  • Identify risks, scope concerns, and dependencies early

Team & Process Contribution

  • Provide guidance to Tier 1 technicians
  • Follow and help refine SOPs
  • Maintain strong security awareness
  • Contribute to operational improvements and service delivery maturity
What We're Looking For
  • Strong, methodical troubleshooting skills
  • Clear and professional communication -- able to "speak both Geek and Human"
  • Solid understanding of MSP service delivery and support tools
  • Experience supporting:Windows desktop and server operating systems
  • Active Directory and Group Policy
  • File shares, DFS, and printer services
  • Backup systems and recovery workflows
  • Hypervisors and virtualized environments
  • Microsoft 365 and Entra ID
  • Familiarity with ticketing systems, PSA platforms, and RMM tools
  • Experience supporting firewalls, switches, routers, and core networking concepts
  • Security-first mindset
  • Ability to thrive in a fast-paced MSP environment
  • Valid driver's license and reliable transportation

Nice to Have (Not Required):

Microsoft certifications, CompTIA Network+ or Security+, CCNA, experience with EDR, MFA, conditional access, SIEM tools, Hyper-V or VMware, and PowerShell scripting.


Why You'll Love Working Here
  • Easy-going environment and culture -- we genuinely enjoy what we do
  • Birthday off
  • Flexibility to work from home when needed
  • Proactive approach to ongoing training
  • Paid IT certifications (training and exam fees)
  • 401(k) with matching
  • Health, dental, vision, and life insurance
  • Paid time off
  • Professional development assistance and referral program
Career Growth

The Service Desk Technician - Tier 2 role naturally progresses into:

  • Senior Service Desk Technician
  • Systems Engineer
  • Network Engineer
  • Security Engineer

With continued growth in technical depth and client engagement, long-term paths include:

  • Solutions Architect
  • Service Delivery Manager
  • Virtual CIO (vCIO)
  • CTO

We believe in growing leaders from within.


If you are ready to take ownership, solve meaningful problems, and build a long-term career in a high-performing MSP environment, we would like to meet you.