Help Desk Analyst L2

Position Overview

Term: 1+ year

Location:

Portland, OR

Pay: $25.00 – $30.00, commensurate with experience

Hours:

8:00 AM – 5:00 PM

As a Level 2 Help Desk Support Analyst, you will serve as a critical escalation point within the IT support organization, providing advanced technical support to ensure our global teams remain productive and connected. This role goes beyond first-line troubleshooting, focusing on deeper issue resolution, root‑cause analysis, and collaboration with infrastructure, security, and application teams.

• Serve as a Tier 2 escalation point for unresolved technical issues
• Diagnose and resolve complex hardware, software, and network issues
• Provide advanced support for Microsoft 365, Teams, VPNs, and remote access
• Troubleshoot Active Directory, permissions, and access issues
• Support enterprise applications including SAP and proprietary systems
• Perform root cause analysis and recommend long-term solutions
• Assist with device provisioning, imaging, and deployments
• Support onboarding, offboarding, and role changes
• Document incidents and resolutions in ITSM tools such as Service Now
• Create and maintain knowledge base articles and SOPs
• Mentor Level 1 Help Desk Analysts
• Collaborate with global IT, infrastructure, and security teams

• 3–5 years of IT Help Desk or Desktop Support experience
• Strong experience with Windows and macOS
• Advanced Microsoft 365 and Active Directory knowledge
• Solid understanding of networking fundamentals
• Experience with ITSM and endpoint management tools
• Excellent communication and problem‑solving skills

• Experience with SAP or retail POS systems
• Exposure to cybersecurity and endpoint protection concepts
• Experience supporting global enterprise environments
• IT certifications such as CompTIA, Microsoft, or ITIL
• Multilingual capabilities

As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, state‑mandated sick leave, and other benefits designed to support your well‑being and work‑life balance.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Zones participates in E‑Verify. E‑Verify is a system that compares information from a team member’s Form I‑9 to federal records to confirm their eligibility to work in the United States.