Service Desk Analyst II
Content + Source + Freshness • 11 Dec 2025 • 95% confidence
Offer value
Moderate value position offering opportunities for technical support and diverse tasks, but requires experience in multiple operating systems.
- Diverse technical support role with varied tasks
- Opportunities for troubleshooting and problem solving
- Growing company supportive of employee development
- Requires a blend of technical and interpersonal skills
Pros
- Exposure to various IT environments and technologies
- Opportunity to develop customer service skills
- Growth potential in IT support within a global firm
Cons
- May involve handling high volumes of support requests
- Pressure to resolve issues within tight timeframes
- Limited advancement without further technical certifications
Who it's for
Mid-Level • Onsite or hybrid options likely available
Good fit
- Support professionals with a technical background
- Individuals interested in a career in IT service management
- Candidates looking to improve support processes
Not recommended for
- Entry-level candidates in need of extensive guidance
- Those seeking highly specialized IT positions
- Professionals not interested in customer interaction
Motivation fit
Key skills
About the job
Job Requirements
Job Requirements
Phenom Intro:
Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!
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.
What You'll Do:
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.
What You've Done:
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
Benefits:
We want you to be your best self and to pursue your passions!
Health and wellness benefits/programs to support holistic employee health
Flexible hours and working schedules, as well as parental leave for new parents
Growing organization with career pathing and development opportunities
Tons of perks and extras in every location for all Phenoms!
Diversity, Equity, & Inclusion:
Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed. We recognize there is more to be done.
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