Help Desk Analyst L2

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.

What you will do as the Level 2 Help Desk Support Analyst:

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.

• 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

• 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

Preferred Qualifications

• 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

Term: 1+ year

Pay: $25.00 - $30.00; commensurate with experience

Hours: 8:00 AM - 5 :00 PM, Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team.As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

At Zones, work is more than a job -with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones - First Choice for IT. TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.