IT Service Desk Analyst Tier 2

Clear Destination Inc.; Camden (NJ); On-site; USD 41,000 - 45,000; Full time

Job summary

Clear Destination Inc. seeks an experienced IT Service Desk Analyst Tier 2 to provide hands-on support across the organization from Camden, NJ. The role tackles complex hardware, software, access, networking, and Microsoft 365 issues with strong desktop support skills.

You will rotate through first-line tasks during a training period, maintain SLA-driven ticketing, and collaborate with IT to identify process improvements. Onsite work schedule is Mon-Fri 8am-5pm with rotating Saturdays.

Qualifications

• 3+ years of experience in desktop support or service desk roles.
• Experience providing Tier 2/second-line technical support.
• Strong Windows desktop and laptop troubleshooting experience.
• Experience with Microsoft 365 and Office applications.
• Experience with Active Directory, including users and groups.
• Experience with Exchange mailbox administration.
• Experience with Intune or other MDM platforms.
• Proficient in basic network troubleshooting (TCP/IP, LAN/WAN).
• Experience with IT service management or ticketing systems.
• Strong problem-solving and communication skills.
• Ability to work independently and in team.

Responsibilities

• Provide Tier 2 technical support for hardware, software, networking, and telephony issues.
• Troubleshoot issues requiring deeper technical investigation beyond first-line support.
• Own tickets through resolution with timely updates and SLA adherence.
• Diagnose Windows desktop/laptop issues related to hardware, OS, apps, and peripherals.
• Image, configure, deploy, and maintain laptops/desktops.
• Install/configure OS, security tools, and company configurations.
• Support Microsoft 365 including mailbox admin and access.
• Perform basic Microsoft Exchange administration like mailbox creation.
• Create/manage users, groups, and permissions in Active Directory.
• Troubleshoot mobile devices using Intel/Mobile Device Management.
• Troubleshoot printers, shared drives, and file/print resources.
• Support VoIP systems (Dialpad/3CX or equivalent).
• Troubleshoot network connectivity (TCP/IP, LAN/WAN).
• Escalate appropriately with clear technical context.
• Maintain accurate ticket documentation and asset records.
• Identify recurring issues and suggest service improvements.
• Communicate clearly with non-technical employees.
• Adhere to security procedures and report concerns.
• Periodically visit EMR locations for service improvement.
• Rotate into first-line support when needed.

Skills

Desktop support

IT service desk

Tier 2 support

Windows troubleshooting

Microsoft 365

Active Directory

Exchange

Intune/MDM

TCP/IP networking

VoIP/telephony

Ticketing system

Customer service

Tools

Dialpad

3CX

Microsoft Intune

Microsoft Exchange

Active Directory

Job description

We are looking for an experienced IT Service Desk Analyst Tier 2 to provide hands-on technical support to employees across the organization. This is a Tier 2 position responsible for troubleshooting and resolving more complex hardware, software, access, networking, telephone, and Microsoft 365 issues that require technical knowledge beyond basic first-line support. The ideal candidate has strong desktop support experience, excellent troubleshooting skills, and the ability to independently diagnose and resolve technical problems. You will support Windows computers, Microsoft 365, Active Directory, Exchange, Microsoft Intune, VoIP/telephone systems, mobile devices, printers, and other business technology.

During the first three months, you will spend time supporting first-line Service Desk functions to learn EMR's applications, systems, and business processes. You will also periodically rotate into first-line support to maintain that knowledge, provide coverage, and help identify opportunities to improve the Service Desk. The pay for this position is $30 - 33/hr and would be expected to work Monday through Friday 8am to 5pm with a rotating Saturday schedule of 7am to 1pm.

What You’ll Do

• Provide Tier 2 technical support for hardware, software, networking, telephone, access, and other technology-related issues
• Troubleshoot and resolve issues that require technical investigation beyond basic first-line support
• Own assigned tickets through resolution, providing timely updates and following Service Desk SLA requirements
• Diagnose Windows desktop and laptop issues involving hardware, operating systems, applications, peripherals, and connectivity
• Image, configure, deploy, and maintain laptops and desktop computers
• Install and configure operating systems, applications, security tools, and required company configurations
• Support Microsoft 365, including user support, mailbox administration, permissions, and access
• Perform basic Microsoft Exchange administration, including mailbox creation and permissions
• Create and manage users, groups, and group memberships in Active Directory
• Troubleshoot and support mobile devices using Microsoft Intune / MDM
• Troubleshoot printers, shared drives, file and print resources, and other user technology
• Support VoIP/telephone systems, including Dialpad or similar platforms
• Troubleshoot basic network connectivity and issues involving TCP/IP, LAN, and WAN environments
• Determine when issues require escalation and provide appropriate technical information to other IT resources
• Maintain accurate ticket documentation, resolutions, asset information, and knowledge-base materials
• Help identify recurring technical issues and opportunities to improve Service Desk processes
• Provide professional, clear communication to employees with varying levels of technical knowledge
• Follow company security procedures and elevate potential security concerns appropriately
• Periodically visit EMR locations as part of IT service improvement initiatives
• Rotate into first-line support as needed to maintain knowledge of business processes, provide PTO coverage, and support continuous improvement

What We’re Looking For

• 3+ years of experience in desktop support, service desk support, IT support, or a similar technical support role
• Experience providing Tier 2 / second-line technical support
• Strong Windows desktop and laptop troubleshooting experience
• Experience supporting Microsoft 365 and Microsoft Office
• Experience with Active Directory, including users, groups, group membership, and access
• Experience with Microsoft Exchange and mailbox administration
• Experience with Microsoft Intune or another mobile device management platform
• Working knowledge of TCP/IP, LAN/WAN, and basic network troubleshooting
• Experience supporting VoIP/telephone systems such as Dialpad, 3CX, or similar platforms is preferred
• Experience using an IT service management or ticketing system
• Strong troubleshooting, critical thinking, and problem-solving skills
• Ability to prioritize multiple tickets based on urgency, business impact, and SLA requirements
• Ability to independently investigate and resolve technical issues
• Strong customer service and communication skills
• Ability to explain technical information clearly to non-technical users
• Ability to work independently while also collaborating effectively with the IT team
• Ability to learn new technologies, applications, and processes quickly
• CompTIA A+, Network+, Microsoft certification, or another relevant technical certification is preferred; equivalent hands-on experience will also be considered

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