Tier 2 Service Desk Analyst - Hybrid IT Support

VTG; Maumee (OH); Hybrid; USD 46,000 - 50,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

Paid time off

Job summary

Virtual Technologies Group (VTG) is seeking a Service Desk Analyst (Tier 2) in a hybrid role based in Maumee, OH. You will log, track, and resolve incidents via ITSM platforms such as ConnectWise, ServiceNow, or Jira Service Management, while delivering clear updates to users.

Responsibilities include remote/phone support, virus removal, AD Entra ID and Office 365 management, and mentoring Tier 1 staff. A strong customer-service mindset and IT certifications are preferred.

Qualifications

• Relevant IT certifications or proof of formal IT training.
• Strong verbal and written communication to explain technical information clearly.
• Experience using IT Service Management (ITSM) systems such as ConnectWise, ServiceNow, or Jira Service Management.
• 2 years previous customer service experience.
• Ability to quickly solve problems.
• Flexibility in a dynamic work environment.
• Multitasking and completing projects on schedule.

Responsibilities

• Log, track, and resolve incidents using ITSM systems and ensure SLA compliance.
• Provide clear, professional communication with end users, with progress updates.
• Troubleshoot and resolve computer issues remotely and over the phone.
• Proactively monitor tickets to prevent larger issues, focus on P1 and VIP tickets.
• Identify and remove viruses, malware, and browser infections.
• Manage accounts through Microsoft Active Directory/Entra ID and Office 365.
• Setup and configuration of Microsoft Office products and other software.
• Monitor and fix issues related to customer backups.
• Escalate tickets to Tier 3 as needed; back up Tier 1 on phones and tickets.
• Mentor and support Tier 1 Help Desk Technicians.

Skills

CompTIA A+

CompTIA Network+

Microsoft 365

ITIL

Communication skills

ITSM systems

Customer service

Problem solving

Education

IT certifications or formal IT training

Tools

ConnectWise

ServiceNow

Jira Service Management

Job description

Virtual Technologies Group (VTG) is seeking a Service Desk Analyst (Tier 2) in a hybrid role based in Maumee, OH. You will log, track, and resolve incidents via ITSM platforms such as ConnectWise, ServiceNow, or Jira Service Management, while delivering clear updates to users.

Responsibilities include remote/phone support, virus removal, AD Entra ID and Office 365 management, and mentoring Tier 1 staff. A strong customer-service mindset and IT certifications are preferred.