> Markdown version of [/jobs/ext/2590222-support-analyst-i-ii-it-help-desk-service-desk](https://www.wearedevelopers.com/jobs/ext/2590222-support-analyst-i-ii-it-help-desk-service-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Analyst I / II - IT Help Desk / Service Desk - **Company:** INDEVTECH INCORPORATED - **Location:** Honolulu, HI, United States - **Experience:** Experienced - **Salary:** $55,000.0 - $70,000.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, Active Directory, Microsoft Online Services, Business Software, Cloud Computing, CompTIA Network+, Cyber Security, Multi-Factor Authentication, Issue Tracking Systems, Networking Basics, Cloud Services, Remote Service Software, Microsoft SharePoint, Cloud Platform System, Laptops, Server Operating Systems & Platforms - **Published:** August 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d7ae86ee5f6bf9d3 ## About the Role Level I - Required: * Excellent communication and customer service skills * Ability to thrive in a fast-paced, team-oriented environment * Solid working knowledge of Microsoft 365, Windows OS, and networking fundamentals * Basic understanding of IT security and remote support tools * CompTIA A+ and Security+ certifications required within 120 days of hire Level I - Preferred: * 2+ years of service desk/help desk experience (MSP experience a plus) * CompTIA Network+ or Microsoft MS-900 * Experience with RMM/PSA tools (ConnectWise, AutoTask, etc.) Level II - Required: * Excellent communication and customer service skills * Demonstrated ability to handle technical escalations and customer interactions with minimal oversight * Strong working knowledge of endpoint security concepts, MFA, email security, and common threat vectors in SMB environments * Proficient in on-prem, hybrid, and cloud infrastructure including Active Directory, GPOs, Microsoft 365 administration, Exchange Online, SharePoint, and Teams configuration * CompTIA A+ and Security+ certifications required within 90 days of hire (note: Level II accelerates these from the Level I timeline) * CompTIA Network+ certification required within 120 days of hire Level II - Preferred: * 3+ years of IT support experience with demonstrated Tier II capability (MSP experience strongly preferred) * Microsoft AZ-900, MS-900, SC-300, or MD-102 * Experience supporting backup, endpoint protection, and cloud-based infrastructure solutions, * Ability to lift and carry up to 50 pounds, with or without reasonable accomodation * Comfortable with stooping, bending, kneeling, reaching, and climbing stairs * Ability to walk extended distances and perform equipment installations ## Description We're hiring a Support Analyst to join Indevtech's Service Delivery team. Depending on your experience and qualifications, you'll be placed at Level I or Level II - and we'll tell you which during the interview process, not after. Both levels provide technical support to our professional clients across Hawaii - law firms, accounting firms, engineering firms, and other organizations that treat technology as critical infrastructure. The difference is scope: Level I handles frontline support and triage. Level II handles escalations, mentors Level I teammates, and works across more complex infrastructure. This isn't a ticket mill. Our clients know us by name. You will too. What You'll Do (Both Levels): * Provide remote and occasional onsite technical support to professional services clients * Handle inbound support requests via phone and email - create, triage, and prioritize service tickets * Troubleshoot and resolve issues with desktops, laptops, printers, Microsoft 365, Windows OS, and standard business applications * Document all work in real time within our ticketing system with accurate time entries and status updates * Maintain clear communication with clients and internal teams throughout the support process * Meet or exceed service level objectives for response times, resolutions, CSAT/NPS scores, and ticket closure * Contribute to knowledge base articles and runbook documentation * Participate in daily standups and team collaboration * Support incident response plans when needed * Assist with project work as required * Participate in on-call rotation Additional Responsibilities at Level II: * Act as a technical escalation point for Level I team members * Troubleshoot more advanced issues involving networking, server platforms, mobile devices, and cloud services * Peer-review knowledge base articles and runbooks * Provide overflow support for phones and email triage as needed ## Related Videos - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Leverage Cloud Computing Benefits with Serverless Multi-Cloud ML ](https://www.wearedevelopers.com/videos/78-leverage-cloud-computing-benefits-with-serverless-multi-cloud-ml) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)