Level 2 Help Desk Analyst

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