Service Desk Analyst- Tier 2 support

  • Location: Vancouver, Washington
  • Type: Contract
  • Job #829

Provide Tier 2 Service Desk Analyst onsite in Vancouver, WA.
We are looking for someone with 5+ years of Service Desk Analyst- Helpdesk/Desktop Support experience in enterprise support, imaging, desktop support experience. 

Duties and Responsibilities:

  • First point of contact for users via phone, in person, or through the ticketing system.
  • Provide Tier 1 / 2 hardware and software troubleshooting
  • Provide Tier 1 Network troubleshooting for WAN and LAN connectivity, Routers, Firewalls, Security, DHCP
  • Provide Root Cause Analysis for issues
  • Provide support for our Internal Application Stack as well as Office 365, Windows 7/10, Active Directory user management (Azure, On-prem, 365), Exchange, Intunes
  • Manage, configure and deploy end user equipment – desktops, laptops, tablets, phones
  • Creation and maintenance of system documentation e.g. KB articles, user guides and training materials
  • Escalate tickets that cannot be completed by service desk to other groups or members of IT
  • Document and follow internal processes and procedures

Knowledge, Skills, and/or Abilities Required:

  • Knowledge of:
    • VoIP
    • ITSM Ticketing systems
    • Inventory management
    • Network Monitoring Tools
    • PowerShell
    • Remote Tools
    • VPN
  • Critical Thinking, Methodical troubleshooting / diagnosis skills
  • Technical awareness: ability to match resources to technical issues appropriately
  • Accurately document details in the ticket and pay attention to detail
  • Self-motivated with the ability to work in a fast-moving environment
  • Strong work ethic is a must (reliable, punctual and dependable)
  • Ability to lift up to 50 lbs., sit for periods of up 4 hours, comfortable working at heights
  • Ability to work in a team and communicate effectively across all areas of the business
  • Ability to multi-task and adapt to changes quickly


Required – Associates degree in computer science or a similar degree

Must have at least 2 of the following:

  • A++ Certification
  • MTA – Networking Fundamentals Certification
  • MTA – Server Administration Fundamentals Certification
  • MTA – Security Fundamentals Certification
  • MTA – Windows Operating System Fundamentals Certification
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