Service Desk Analyst II

Service Desk Analyst II Alpha Net Consulting LLC Austin, TX Job Details Temporary | Temp-to-hire | Contract $17.50 - $18.00 an hour 18 hours ago Qualifications Jira Google Workspace Customer communication Network troubleshooting Azure Technical support experience (3-5 years) Procedural guides Enterprise software Laptop (troubleshooting support) IT system monitoring IT service management Equipment troubleshooting Mid-level Windows Technical support System maintenance AWS Analysis skills Zendesk Computer hardware Task prioritization CompTIA Network+ Remote access software Customer support ticket management macOS ServiceNow Linux Root cause analysis Escalation handling 2 years Communication skills CompTIA A+ Cloud services Training delivery Active Directory management System performance monitoring VPN Full Job Description We are seeking a skilled and customer-focused Level 2 Service Desk Analyst to join our IT support team. In this role, you will act as an escalation point for Level 1 support and handle more complex technical issues, ensuring prompt resolution and excellent service delivery. Your expertise will support both internal teams and external clients in troubleshooting, diagnosing, and resolving hardware, software, and network-related problems.

Key Responsibilities:

Serve as the second point of contact for escalated technical support issues. Troubleshoot and resolve complex hardware, software, application, and network issues. Assist with configuration and maintenance of systems, applications, and network infrastructure. Work closely with Level 1 Support to provide training, guidance, and knowledge sharing. Log all support requests, incidents, and actions taken in the ticketing system (e.g., Zendesk, ServiceNow). Perform root cause analysis to identify recurring issues and recommend long-term solutions. Collaborate with system administrators, developers, and third-party vendors for resolution. Monitor system alerts and performance metrics to ensure uptime and reliability. Document support procedures, solutions, and best practices. Maintain a high level of customer satisfaction through professional communication and follow-up.

Required Qualifications:

2-4 years of experience in IT support or a technical support role. Strong knowledge of Windows, macOS / Linux operating systems. Proficiency in troubleshooting desktop/laptop hardware, networking issues, and enterprise applications. Experience with Active Directory, Office 365, VPNs, and remote desktop tools. Familiarity with ITSM tools (e.g., Jira Service Desk, Freshdesk). Strong problem-solving and analytical skills. Excellent verbal and written communication skills. Ability to prioritize tasks and work independently or as part of a team.

Preferred Qualifications:

Certifications such as CompTIA A+, Network+,

Microsoft Certified:

Modern Desktop Administrator, or similar Experience with cloud platforms (AWS, Azure, Google Workspace) Understanding of ITIL framework and best practices

Job Types:

Contract, Temp-to-hire Pay:

$17.50 - $18.00 per hour

Work Location:

In person