Tier 1/2 Service Desk Analyst (Managed Service)

About the role

The Tier 1/2 Service Desk Analyst provides both front-line and advanced technical support for client's users and systems. This role is responsible for incident intake, troubleshooting, escalation support, and service restoration across a range of desktop, application, and access-related issues.

Responsibilities

• Serve as the primary point of contact for end-user technical support requests
• Log, categorize, prioritize, and document incidents and service requests within the ITSM platform
• Perform first-call troubleshooting and resolution for standard technical issues
• Support password resets, account unlocks, VPN connectivity, remote access, and application access issues
• Troubleshoot and resolve more complex desktop, system, and connectivity issues escalated from Tier 1
• Escalate unresolved or high-impact issues to appropriate resolver groups as needed
• Coordinate with infrastructure, network, application, and security teams to resolve incidents
• Support Major Incident response activities, including bridge calls and user communications
• Maintain accurate and detailed ticket documentation and resolution notes
• Monitor ticket queues and assist with backlog reduction efforts
• Analyze ticket trends and identify recurring issues for process improvement
• Create and maintain knowledge articles and troubleshooting documentation
• Follow established SOPs, knowledge base articles, and operational workflows
• Support SLA adherence through timely updates, prioritization, and resolution
• Provide professional, customer-focused support in a high-volume environment
• Participate in shift turnover and team communication processes
• Assist in onboarding and mentoring junior analysts as needed

Requirements

• Experience in an enterprise Service Desk or IT support environment
• Familiarity with ITIL-based service management processes
• Experience supporting government or public-sector environments
• Experience handling escalations and supporting cross-functional technical teams
• Experience with delivering a positive customer experience through effective communication and problem-solving skills

Preferred Experience

• CompTIA A+
• Microsoft 365 Certified: Fundamentals (MS-900)

Skills

• Windows Operating Systems
• Microsoft 365 (administration and end-user support)
• Active Directory (account management, permissions, group membership)
• Group Policy (basic understanding)
• VPN connectivity and troubleshooting
• Remote support tools
• ITSM ticketing platforms (ServiceNow, Jira, HelpDesk+, Remedy, etc.)
• Incident and Request Management workflows
• Endpoint troubleshooting

Benefits

Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.