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2Nd Level Desktop Support Jobs (NOW HIRING)

Raymondjames

Desktop Support Manager

Memphis, TN · Hybrid

Leads a team of desktop support specialists delivering second-level technical assistance in a customer-focused environment. Ensures service level targets are met through effective oversight of daily ...

FutureSoft Consulting Inc

Desktop Support Technician

PA · On-site

$19.25 - $24.50/hr

Provide second-level technical support for desktops, laptops, printers, peripherals, hardware, software, and network connectivity issues. Troubleshoot, diagnose, and resolve workstation, application ...

Goodwin

Desktop Support Analyst

Boston, MA

$25.25 - $34/hr

As the Desktop Support Analyst, you will be responsible for providing high-quality desktop, mobile ... Provide 2nd level support for all software escalations from User Support. * Provide 2nd level ...

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All Jobs2Nd Level Desktop Support Jobs

2Nd Level Desktop Support information

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How much do 2nd level desktop support jobs pay per hour?

As of Jun 27, 2026, the average hourly pay for 2nd level desktop support in the United States is $27.00, according to ZipRecruiter salary data. Most workers in this role earn between $20.67 and $30.77 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a 2nd Level Desktop Support specialist, and why are they important?

To thrive as a 2nd Level Desktop Support specialist, you need strong troubleshooting skills, in-depth knowledge of operating systems, hardware, and networking, usually supported by an IT-related degree or relevant certifications like CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate. Familiarity with ticketing systems, remote desktop tools, and diagnostic utilities is essential for resolving complex technical issues. Excellent communication, patience, and problem-solving abilities help you interact effectively with end users and colleagues. These skills ensure timely resolution of escalated issues, minimize downtime, and enhance overall user satisfaction within the organization.

What is the difference between 2Nd Level Desktop Support vs Help Desk Technician?

Aspect2Nd Level Desktop SupportHelp Desk Technician
CertificationsCompTIA A+, Network+CompTIA A+, ITIL Foundation
Work EnvironmentOn-site, technical troubleshooting, advanced supportHelp desk, remote support, customer service
Employer UsageIT departments, corporate support teamsIT service providers, internal support teams
Common Search/ComparisonYesYes

2Nd Level Desktop Support professionals handle more complex technical issues than Help Desk Technicians, often requiring advanced troubleshooting skills and certifications. Help Desk Technicians typically focus on initial contact support and basic troubleshooting, often remotely. While both roles support end-users, 2Nd Level Desktop Support provides deeper technical expertise and handles escalated issues within IT teams.

What are 2nd Level Desktop Support specialists?

2nd Level Desktop Support specialists are IT professionals who handle more complex technical issues that cannot be resolved by the first line of support. They troubleshoot hardware and software problems, assist with system upgrades, and may resolve network or security issues on desktops and laptops. These specialists often work closely with other IT teams to escalate and resolve incidents efficiently. Their expertise helps minimize downtime and ensures users can work effectively.

What are some common challenges faced in a 2nd Level Desktop Support role, and how can they be managed effectively?

2nd Level Desktop Support professionals often handle complex technical issues that could not be resolved by first-line support, which can involve troubleshooting advanced hardware, software, and network problems. A common challenge is managing multiple high-priority tickets while maintaining clear communication with both end-users and IT colleagues. Staying organized, using ticketing systems efficiently, and continuously updating technical knowledge are key strategies for managing these demands. Additionally, effective collaboration with other IT teams helps in resolving escalated issues more efficiently and enhances overall service quality.
More about 2Nd Level Desktop Support jobs
What cities are hiring for 2Nd Level Desktop Support jobs? Cities with the most 2Nd Level Desktop Support job openings:
What job categories do people searching 2Nd Level Desktop Support jobs look for? The top searched job categories for 2Nd Level Desktop Support jobs are:
2Nd Level Desktop Support jobs near you
Infographic showing various 2Nd Level Desktop Support job openings in the United States as of June 2026, with employment types broken down into 99% Full Time, and 1% Temporary. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $56,151 per year, or $27 per hour.

Desktop Support Manager

Raymond James Financial, Inc.

Saint Petersburg, FL • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 22 days ago

Job description

Job Description Summary
Manages a help desk team to support and resolve end-user issues with computer hardware or software. Manages the overall response to user inquiries, ensures the team can troubleshoot, diagnose problems and identify solutions with IT equipment and applications.
Job Description
This position follows our hybrid workstyle policy: Expected to be in a Raymond James office location three days per week, with at least one of those days being a Monday or a Friday.
Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future.
Job Summary:
Leads a team of desktop support specialists delivering second-level technical assistance in a customer-focused environment. Ensures service level targets are met through effective oversight of daily operations, including task assignments, queue management, response monitoring, escalation resolution, and client satisfaction. Drives team performance by aligning goals with productivity and quality metrics. Leverages data analysis to guide decisions and offer strategic recommendations.
Essential Duties and Responsibilities:
  • Leads and mentors a team of desktop support technicians, fostering a collaborative and high-performance environment.
  • Oversees daily support operations, including ticket management, incident resolution, and service request fulfillment.
  • Monitors team performance against service level agreements (SLAs), productivity goals, and quality standards.
  • Develops and implements strategies to improve support efficiency, customer satisfaction, and service quality.
  • Manages escalations and ensures prompt resolution of complex technical issues.
  • Identifies skill gaps and delivers targeted training to enhance technical capabilities and career development.
  • Maintains and updates support documentation, knowledge bases, and standard operating procedures.
  • Provides regular updates to management on system health, key performance indicators, and incident resolution progress.
  • Collaborates with cross-functional teams, including infrastructure, digital workplace, and cybersecurity, to resolve issues and improve service delivery.
  • Supports onboarding and offboarding processes, including provisioning and deprovisioning of IT assets and access.
  • Continuously evaluates and enhances support processes to optimize service delivery and adopt best practices.

Qualifications:
  • 5+ years of progressive experience in desktop support or end-user computing roles.
  • At least 3 years of people leadership experience in a large, distributed enterprise environment, managing teams of 15+ direct reports.
  • Experience with ITSM tools such as ServiceNow required.
  • In-depth understanding of Microsoft desktop operating systems and Microsoft cloud services (i.e., M365, Exchange Online).
  • Familiarity with Modern Desktop Management platforms and administration (i.e., Microsoft Intune, Citrix, Vmware).
  • Proven ability to manage escalations and collaborate with cross-functional teams and senior leadership.
  • Knowledge of compliance standards, documentation practices, and security protocols.

Licenses/Certifications:
  • ITIL Foundation preferred

Competencies and Behaviors:
  • Team Leadership: Builds strong teams through coaching, feedback, and performance management.
  • Service Excellence: Enhances service quality with a client-first approach.
  • Analysis: Synthesizes data to identify issues and draw informed conclusions.
  • Communication: Delivers clear, engaging messages across various formats.
  • Judgment & Decision Making: Chooses effective solutions based on available data and constraints.
  • Cross-Functional Collaboration: Works across teams to resolve issues and ensure accountability.
  • Technical Knowledge: Maintains up-to-date expertise in relevant technical areas.
  • Relationship Building: Fosters collaborative relationships to achieve goals.
  • Client Focus: Prioritizes client needs and builds lasting relationships.
  • Accountability: Sets clear expectations and promotes ownership.
  • Process Optimization: Continuously improves workflows for greater efficiency and quality.

Education
Bachelor's: Accounting, Bachelor's: Business Administration, Bachelor's: Computer and Information Science, High School (HS) (Required)
Work Experience
General Experience - 6 to 10 years, Manager Experience - 3 to 6 years
Certifications
Travel
Less than 25%
Workstyle
Hybrid
The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave. Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.
At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.
We expect our associates at all levels to:
• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm
At Raymond James - as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.
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