Service Desk Analyst II
Phenom
Position Overview
The Service Desk Analyst – Level 2 is responsible for providing advanced technical support across multiple platforms, acting as an escalation point for Level 1 analysts, and ensuring timely resolution of incidents and service requests. The role requires strong troubleshooting skills, knowledge of cross-platform operating systems (Windows, macOS, Ubuntu/Linux), and hands-on experience with Google Workspace (G Suite) and OneLogin administration.
Key Responsibilities
Act as the escalation point for Level 1 Service Desk Analysts.
Provide advanced support for Windows, macOS, and Ubuntu/Linux systems.
Administer and support Google Workspace (G Suite) including email, groups, calendars, shared drives, and security configurations.
Manage OneLogin for identity and access management (user provisioning, de-provisioning, SSO setup, MFA support).
Troubleshoot and resolve incidents related to hardware, software, networking, and SaaS applications.
Support end-user onboarding/offboarding (device setup, G Suite and OneLogin access, license management).
Document technical solutions and contribute to knowledge base articles.
Ensure SLA adherence by prioritizing and following up on tickets.
Collaborate with other IT teams for escalated or cross-functional issues.
Participate in problem management to address recurring issues.
Ensure compliance with IT security, data protection, and organizational policies.
Work Experience
Required Skills & Competencies
Strong working knowledge of Windows, macOS, and Ubuntu/Linux.
Hands-on administration experience with Google Workspace (G Suite).
Experience with OneLogin or similar Identity and Access Management (IAM) tools.
Familiarity with SaaS application troubleshooting (Slack, Zoom, Jira, etc.).
Good understanding of networking fundamentals (VPN, DNS, DHCP, Wi-Fi).
Strong troubleshooting, analytical, and problem-solving skills.
Excellent written and verbal communication skills.
Customer-focused with the ability to handle escalations professionally.
Education & Experience
Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience.
2–4 years of IT Service Desk/Helpdesk support experience, with at least 1 year at Level 2 support.
Experience supporting cross-platform OS environments.
Certifications in ITIL, Google Workspace, CompTIA, or IAM (OneLogin/Okta) are a plus.