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# Help Desk Analyst L2

- **Company:** Zones, Inc.
- **Location:** Portland, OR, United States
- **Experience:** Experienced
- **Salary:** $52,000.0 - $62,400.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Cyber Security, Virtual Private Networks (VPN), Network Troubleshooting, Networking Basics, Remote Access Technology, SAP (Applications), Enterprise Software Applications, Servicenow
- **Published:** June 4, 2026
- **Apply:** https://www.juju.com/job/00000000g4rg1j

## About the Role

+ 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

## Description

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


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