Help Desk Analyst L2

Zones LLC. • Portland, OR

5d • $25 - $30

About The Position

As a Level 2 Help Desk Support Analyst, you will serve as a critical escalation point within the IT support organization, providing advanced technical support to ensure our global teams remain productive and connected. This role goes beyond first-line troubleshooting, focusing on deeper issue resolution, root cause analysis, and collaboration with infrastructure, security, and application teams.
The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

Requirements

• 3–5 years of IT Help Desk or Desktop Support experience
• Strong experience with Windows and macOS
• Advanced Microsoft 365 and Active Directory knowledge
• Solid understanding of networking fundamentals
• Experience with ITSM and endpoint management tools
• Excellent communication and problem-solving skills

Nice To Haves

• Experience with SAP or retail POS systems
• Exposure to cybersecurity and endpoint protection concepts
• Experience supporting global enterprise environments
• IT certifications such as CompTIA, Microsoft, or ITIL
• Multilingual capabilities

Responsibilities

• Serve as a Tier 2 escalation point for unresolved technical issues
• Diagnose and resolve complex hardware, software, and network issues
• Provide advanced support for Microsoft 365, Teams, VPNs, and remote access
• Troubleshoot Active Directory, permissions, and access issues
• Support enterprise applications including SAP and proprietary systems
• Perform root cause analysis and recommend long-term solutions
• Assist with device provisioning, imaging, and deployments
• Support onboarding, offboarding, and role changes
• Document incidents and resolutions in ITSM tools such as ServiceNow
• Create and maintain knowledge base articles and SOPs
• Mentor Level 1 Help Desk Analysts
• Collaborate with global IT, infrastructure, and security teams

Benefits

• medical coverage
• state-mandated sick leave
• other benefits designed to support your well-being and work-life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed