Next Generation, Inc. is hiring a Help Desk Analyst L2

Boldare is seeking a Help Desk Analyst L2 to serve as a critical Tier 2 escalation point within our IT support organization. You will provide advanced technical support to ensure our global teams remain productive and connected, focusing on deeper issue resolution and root cause analysis.

What You'll Do

• Serve as a Tier 2 escalation point for unresolved technical issues.
• Diagnose and resolve complex hardware, software, and network issues.
• Provide advanced support for Microsoft 365, Teams, VPNs, and remote access.
• Troubleshoot Active Directory, permissions, and access issues.
• Support enterprise applications including SAP and proprietary systems.
• Perform root cause analysis and recommend long-term solutions.
• Assist with device provisioning, imaging, and deployments.
• Support onboarding, offboarding, and role changes.
• Document incidents and resolutions in ITSM tools such as ServiceNow.
• Create and maintain knowledge base articles and SOPs.
• Mentor Level 1 Help Desk Analysts.
• Collaborate with global IT, infrastructure, and security teams.

What We're Looking For

• 3–5 years of IT Help Desk or Desktop Support experience.
• Strong experience with Windows and macOS.
• Advanced Microsoft 365 and Active Directory knowledge.
• Solid understanding of networking fundamentals.
• Experience with ITSM and endpoint management tools.
• Excellent communication and problem-solving skills.

Nice to Have

• Experience with SAP or retail POS systems.
• Exposure to cybersecurity and endpoint protection concepts.
• Experience supporting global enterprise environments.
• IT certifications such as CompTIA, Microsoft, or ITIL.
• Multilingual capabilities.

Technical Stack

• Microsoft 365, Teams, Active Directory
• SAP, ServiceNow
• Windows, macOS

Benefits & Compensation

• Compensation: $25.00 - $30.00 per hour; commensurate with experience.
• Comprehensive benefits package including medical coverage.
• State-mandated sick leave.
• Other benefits designed to support well-being and work-life balance.

Work Mode

This is an onsite position based in Portland, OR.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.