All Lines Technology · 1 day ago
Tier II Service Desk Analyst
United States
Full-time
Remote
Mid Level
3+ years expAll Lines Technology is seeking a Tier II Service Desk Analyst to provide remote support to end users on a variety of technical issues. The role involves identifying, researching, and resolving problems while meeting service level agreements and key performance indicators.
Information ServicesInformation Technology
Responsibilities
Assures smooth handling of individual problems from call-in through resolution. Practices Total Contact ownership
Responds to inquiries and service requests for assistance with the organization’s computer systems or PCs via phone and email queues
Identifies problems, troubleshoots, and provides 1st level technical support for internal customers, including: Windows 11 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/software conflicts, Remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom, iPhone/iPad connectivity and synchronization, Other applications (e.g., SAP, EDMS, Documentem)
Escalates or coordinates with 3rd level support to resolve problems if necessary
Assists peers with troubleshooting, SD processes, and procedures
Provides first point of contact on escalated or routed issues from Tier I
Resolves and supports end user issues with the help of remote control tools and remote resources
Demonstrates excellent written and verbal skills and strong customer service abilities
This is an end-user facing role via remote tools and phone support
Ideal candidate is a self-starter who enjoys interacting with people and solving problems daily
Performs basic network administration
Active Directory administration
Performs Tier 1 NOC monitoring responsibilities (works with telecom provider, escalates tickets to network team, etc.)
Handles email security monitoring, access requests, and other user provisioning tasks (coordinates with Sec Admin team)
Provides Tier 2 application support
Qualification
Required
Associates degree in Information Technology or equivalent
3-5 years working experience in a Service Desk Role
Preferred
A+
Network + Certification
HDI HelpDesk Professional
ITIL Foundations
Company
All Lines Technology
All Lines Technology is a leading provider of enterprise technology solutions and services
201-500 employees
H1B Sponsorship
All Lines Technology has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
Dave Siegel
Chief Technology Officer
Justin Pippy
Chief Revenue Officer (CRO)
Recent News
2025-10-25
2025-05-27
2025-04-03
Company data provided by crunchbase