Level 2 Help Desk Analyst

Location: United States; remote. The role requires participation in an off-hour on-call rotation and occasional travel to support events.

Salary: $57.6K–$86.4K annually, plus a 10% annual performance bonus target. Compensation varies by responsibilities, qualifications, certifications, and physical location.

Company

Enterprise technology company providing an AI-powered GRC Intelligence Platform for audit, risk, ESG, and information security management.

What you will do

• Own complex, high-impact, and recurring incidents through resolution, including advanced troubleshooting across devices, SaaS applications, identity and access, networking, and collaboration tools.
• Provide high-touch technical support to executives and VIP users with professionalism and discretion.
• Create and maintain knowledge-base articles, runbooks, and troubleshooting guides for analysts and end users.
• Partner with Security, Engineering, People, and business teams on issue resolution, onboarding, offboarding, and identity lifecycle processes.
• Maintain hardware inventory and support provisioning, recovery, refresh programs, platform rollouts, and IT process redesign.
• Evaluate tools and features and improve Service Desk tooling, automation, documentation, and service delivery.

Requirements

• 5+ years of experience in service desk, desktop support, or systems support, including 2+ years in a senior or escalation-level role.
• Expert-level support experience with macOS and Windows, plus iOS and Android mobile devices.
• Hands-on administration experience with Google Workspace and/or Microsoft 365 and identity platforms such as Microsoft Entra ID, including SSO, MFA, and access provisioning.
• Experience with mobile device management tools such as Iru and Microsoft Intune.
• Solid understanding of DNS, DHCP, VPN, and Wi-Fi and their impact on the end-user experience.
• Strong judgment, ownership, business-impact prioritization, and ability to involve other teams when needed.
• Clear, friendly communication with technical and non-technical audiences across cultures and time zones.
• Ability to work remotely, participate in an off-hour on-call rotation, and travel occasionally to support events.

Nice to have

• CompTIA Network+/Security+, Microsoft 365 Certified: Administrator, Google Workspace Administrator, Apple Certified Support Professional, or ITIL 4 Foundation certification.
• Degree in Information Technology or a related field, or equivalent practical experience.

Culture & Benefits

• Remote-first work within a global company and a technology-focused Service Desk team.
• Modern toolset including Atlassian Cloud, Microsoft 365, Google Workspace, Slack, Notion, Claude, and Zoom.
• Values include customer obsession, resilience, innovation, collaboration, and continuous growth.
• Benefits may vary based on eligibility and location.

Hiring process

• Background checks are required.
• Qualified applicants with arrest or conviction records are considered in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
• Unsolicited resumes from agencies are not accepted without a signed agreement.