Level 2 Help Desk Analyst

Level 2 Help Desk Analyst

Phoenix, Arizona

Hybrid

Full Time

$50k - $72k

An established enterprise organization in Phoenix, AZ or Buckeye, AZ is looking to add an overnight IT Support Analyst II to its growing support team. This is a full-time role supporting a Windows-based environment with Active Directory, ticketing systems, and internal enterprise applications. The position follows a hybrid schedule with most shifts onsite and one remote day per week (schedule subject to change). This opportunity is ideal for someone who enjoys digging into technical issues, handling escalations, and seeing problems through to resolution. The team is looking for a strong troubleshooter who doesn't stop at the first answer and is comfortable coordinating with other IT groups when needed. It's a stable environment with defined shifts, minimal overtime, and clear expectations.

Required Skills & Experience

• 2+ years of IT support experience in a Level 2 or escalation-focused role
• Strong Active Directory experience (user management, lockouts, permissions)
• Hands-on troubleshooting in a Windows environment
• Experience working with ticketing systems
• Ability to work overnight shifts (10:00 PM – 6:00 AM)
• Strong communication skills and customer-focused mindset

Desired Skills & Experience

• Experience supporting enterprise or data center environments
• Familiarity with AS400/iSeries systems (training provided if not)
• Basic Office 365 troubleshooting experience
• Experience supporting external or third-party users
• Prior overnight or off-hours support experience

What You Will Be Doing

• Handling escalated technical issues from Level 1 support
• Troubleshooting complex hardware, software, and access issues
• Coordinating with internal IT teams and on-call groups
• Supporting internal employees and select external partners
• Documenting resolutions and maintaining ticket updates

Tech Breakdown

• 40% Active Directory / User & Access Support
• 30% Windows / Desktop & Application Troubleshooting
• 20% Ticketing & Escalation Management
• 10% Monitoring / Systems Support

Daily Responsibilities

• 70% Hands-on technical troubleshooting
• 10% Process documentation and ticket updates
• 20% Team collaboration and escalation coordination

Specialization: Technical Support