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Level 2 Help Desk Analyst

Phoenix, AZ, US • Posted 2 days ago • Updated 11 hours ago

Full Time

On-site

$50000 - $72000/yr

Fitment

Dice Job Match Score™

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Job Details

Skills

Help Desk
Identity Management
Preventive Maintenance
Project Management
Performance Management
Communication
IBM iSeries
Training
Microsoft Office
Computer Hardware
Active Directory
Microsoft Windows
Software Troubleshooting
Escalation Management
Technical Support
Documentation
Collaboration

Summary

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10105282
Position Id: 877848
Posted 2 days ago

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