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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Analyst, Level 2 - **Company:** PS Funding, Inc. - **Location:** Londonderry, NH, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Outlook, Issue Tracking Systems, Virtual Private Networks (VPN), Network Connections, Microsoft SharePoint, Wi-Fi Technology, Data Logging, Peripherals - **Published:** May 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e9afa395035f729d ## About the Role * 3+ years in help desk / desktop support (or equivalent) with demonstrated Level 2 troubleshooting depth * Strong Windows endpoint troubleshooting (hardware/software/peripherals) * Strong Microsoft 365 support experience (Outlook/Teams/OneDrive/SharePoint) * Working knowledge of identity/access concepts and disciplined ticket documentation * Experience in supporting distribution/warehouse operations (shared devices, scanners, shipping/receiving environments) * Familiarity with endpoint management tooling and standardized provisioning practices * Comfortable working with vendors/MSPs and managing escalations professionally ## Description As a Level 2 Help Desk Analyst, you'll provide advanced end-user support across office, sales, and warehouse environments-owning escalations, driving root cause resolution, and improving how support is delivered through consistent ticketing and documentation. This is not a "close tickets fast and move on" role - we are looking for a team member who enjoys troubleshooting, researching, resolving problems, educating users, and increasing productivity., Advanced Support & Escalations * Resolve issues across Windows endpoints and Microsoft 365 (Outlook, Teams, OneDrive/SharePoint). * Troubleshoot network connectivity and access issues (VPN/Wi-Fi/remote users) and coordinate fixes with internal teams and vendors as needed. * Provide clear escalation notes, evidence, and steps taken. Warehouse + Distribution Tech Support * Support warehouse/end-user technology in a distribution environment (including shared workstations, printers/scanners, and warehouse mobility devices). * Assist with device provisioning, troubleshooting, and deployment practices that keep operations moving. Platform-Level Process & Documentation * Consistently document work and outcomes in the ticketing system. * Create/maintain KB articles and step-by-step SOPs so issues can be resolved faster and more consistently. Onboarding / Offboarding Support * Support account provisioning and access changes through the help desk process and in alignment with Navis identity and access requirements (approved access, documented requests, clean audits). * Partner with HR and managers to improve readiness for new hires (equipment, access, basic setup, etc.) Continuous Improvement Mindset * Identify recurring problems and propose permanent fixes (not just workarounds). * Participate in standardization and best-practice efforts across our Operating Companies "OpCos" (tools, processes, support practices, documentation etc.), * You're resolving Level 2 tickets independently and closing escalations with high-quality documentation. * You've produced a small set of KB/SOP improvements that reduce repeat issues. * You're consistently logging work so we can track trends and support KPIs., * Ownership & Communication: Takes ownership of issues through resolution, ensuring clear, timely communication and follow-through with users and stakeholders. * Technical Troubleshooting: Effectively diagnoses and resolves moderately complex technical issues using a structured, logical approach. * Documentation & Knowledge Sharing: Documents work clearly so others can learn, replicate solutions, and improve team efficiency. * Operational Discipline: Maintains accurate tickets and follows established processes, standards, and SLAs. * Balancing Urgency & Process: Responds to urgent operational needs while maintaining discipline around process, documentation, and ticket integrity. * Customer Focus: Delivers responsive, professional support with a focus on user experience and problem resolution. * Team Collaboration & Improvement: Works collaboratively, shares knowledge, and identifies opportunities to improve processes and reduce recurring issues. ## Related Videos - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [Smart, Connected, Unexpected: The Wild Side of IoT and AI](https://www.wearedevelopers.com/videos/1113-smart-connected-unexpected-the-wild-side-of-iot-and-ai) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Prototyping with Hardware and the Web](https://www.wearedevelopers.com/videos/651-prototyping-with-hardware-and-the-web) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Does The Tech Industry Have The Best Work-life Balance?](https://www.wearedevelopers.com/magazine/427-does-the-tech-industry-have-the-best-work-life-balance) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)