Help Desk Analyst, Level 2

Role overview

BlerdTech is hiring a Help Desk Analyst, Level 2 to support more advanced IT service desk issues and service requests. This is a remote consulting position offered on either a 1099 or W2 basis. The role focuses on assessing, prioritizing, researching, and resolving incidents tied to Microsoft M365 and related infrastructure services.

This opportunity supports government-contract work, so applicants must be U.S. citizens.

What the team does

The help desk team supports clients across different industries by designing and maintaining SharePoint and Teams solutions. Work also includes setting up and troubleshooting Office 365 tools such as Teams and SharePoint, along with migration projects including file server to SharePoint Online and tenant-to-tenant moves.

Key responsibilities

• Handle user support requests received through self-service tickets, phone calls, email, and in-person contact in a professional and courteous way.
• Investigate, diagnose, and resolve Microsoft 365 issues and service requests, including items expected to meet a 1 to 3 day SLA.
• Create, update, add, and remove user accounts according to established procedures.
• Provide after-hours and on-call support when needed.
• Take part in monthly technical meetings with leadership, development, and operations teams to share progress and coordinate overlapping work.

Qualifications and expectations

Applicants should have at least 2 years of hands-on Microsoft 365 experience and be comfortable working independently while managing priorities, multiple tasks, and deadlines. Strong analytical thinking, problem solving, and attention to detail are essential.

The role also calls for direct experience supporting clients or customers with technical guidance, along with the ability to explain technical topics clearly to non-technical people. Candidates should be adaptable, open to learning, and able to perform well under pressure. A background check must be passed.

Hiring profile

BlerdTech is looking for someone who is flexible, curious, collaborative, and respectful. The team values kindness, an open mindset, and the ability to work either alone or with others.

Benefits and workplace notes

Contract roles typically do not include the same benefits as permanent employment, but they may offer higher hourly pay. Contractors are generally responsible for their own insurance and retirement planning, although some group discounts are available.

Remote work offers flexibility, better work-life balance, no commute, and broader access to opportunities. Flexible scheduling may include part-time arrangements, job sharing, telecommuting, or working outside standard business hours.

The company provides access to the Access Perks program, which is described as the largest private discount network in America, along with internal and online self-paced training options and discounts on training and certifications.

Hiring process

After resume review, there is no recruiter screening call. If selected, the HR team will set up an interview directly with the COO by video call. The conversation usually lasts 15 to 30 minutes, and candidates can expect a decision within 2 weeks. The company emphasizes a straightforward, transparent process.

During review, attention to detail and grammar matter. Candidates are encouraged to research the company and role, prepare for common interview questions, ask clarifying questions when needed, and stay engaged throughout the conversation. The technical portion may include questions about relevant topics, processes, products, or common problem-solving scenarios.

Application details

Applicants should submit the requested form with an updated resume. A cover letter is optional, but it may help demonstrate interest and communication skills. The form requests a name, email, phone number, cover letter, resume, the role being applied for, LinkedIn profile, GitHub profile, personal website, and how the applicant heard about the opportunity.

Additional notes

The role is tied to government-contract work, so U.S. citizenship is required. Certifications are considered a plus, but not mandatory.