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Desktop Support Level 2 Jobs (NOW HIRING)

Cannon Search

Desktop Support Analyst

Boston, MA · On-site

$25.25 - $34/hr

You will be an integral part of the IT team handling level 2-3 desktop support, providing critical support to the user community. This is a contract to hire role in Boston with a great work ...

Amicis Global

Desktop Support Analyst

White Plains, NY · On-site

$25 - $35/hr

Desktop Support Analyst Location: White Plains, NY 10601 Duration: 12+ Months Kindly help me with ... Support Help Desk in a Level 2 capacity (hardware, software, printer equipment, mobile devices)

Neurealm, Inc.

Desktop Support Team Lead

Boston, MA · On-site

Serve as the primary escalation point for Level 2 technicians; monitor queue health and coordinate ... Mentor a team of Desktop Support technicians, conducting regular 1-on-1s, technical skill ...

LaBine and Associates

Desktop Support

San Francisco, CA · On-site

Level 2 escalation point for IT Help Desk incidents, ensuring timely resolution while meeting ... Support and troubleshooting hardware, software, and connectivity issues involving desktops, laptops ...

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

As of Jul 12, 2026, the average hourly pay for desktop support level 2 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 typical day-to-day responsibilities for a Desktop Support Level 2 technician?

A Desktop Support Level 2 technician usually handles escalated technical issues that Level 1 support cannot resolve, including more complex hardware, software, and network troubleshooting. Daily tasks often involve responding to support tickets, installing or upgrading software, managing user accounts, and performing system maintenance. You may also assist with onboarding new hires, provide one-on-one user training, and contribute to IT documentation. The role frequently involves working closely with IT team members and end users, requiring strong communication and a service-oriented mindset.

What are the key skills and qualifications needed to thrive in the Desktop Support Level 2 position, and why are they important?

To thrive as a Desktop Support Level 2, you need solid troubleshooting abilities with operating systems (Windows, macOS), hardware, and software, often backed by relevant experience or an associate degree. Familiarity with remote support tools, Active Directory, ticketing systems, and certifications like CompTIA A+ or Microsoft Certified: Modern Desktop Administrator are commonly expected. Strong communication, patience, and a proactive approach to problem-solving help you collaborate effectively and deliver excellent user support. These skills and qualities are crucial for minimizing downtime, boosting user productivity, and ensuring seamless IT operations within an organization.

What is a Desktop Support Level 2 job?

A Desktop Support Level 2 job involves providing advanced technical support for end-users by troubleshooting hardware, software, and network issues. Level 2 technicians handle more complex problems escalated from Level 1 support, perform system updates, and assist with installations and configurations. They may also collaborate with IT teams to resolve recurring technical issues and improve system efficiency. Strong problem-solving skills and knowledge of operating systems, networking, and enterprise applications are essential.

More about Desktop Support Level 2 jobs
What cities are hiring for Desktop Support Level 2 jobs? Cities with the most Desktop Support Level 2 job openings:
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Desktop Support Level 2 jobs near you
Infographic showing various Desktop Support Level 2 job openings in the United States as of July 2026, with employment types broken down into 1% Locum Tenens, 96% Full Time, 2% Part Time, and 1% Contract. Highlights an 13% Physical, and 87% Remote job distribution, with an average salary of $56,151 per year, or $27 per hour.

Lead Desktop support Engineer

Balin Technologies LLC

Boston, MA • On-site

Other

Posted 11 days ago

Job description

Position:  Desktop Support Team Lead/ Level 2 Technical Support
Location: Boston, MA(02111) Onsite

The Desktop Support Team Lead oversees the daily operations of the Level 2 technical support team within an enterprise healthcare IT environment. Supporting approximately 8,000 hybrid (onsite and remote) healthcare end users, this role balances hands-on technical escalation management with personnel leadership. 

The Team Lead
ensures that hospital staff—including clinicians, administrators, and support personnel—receive seamless, timely, and ITIL-aligned technical support to maintain uninterrupted patient care and operational workflows.

Key Responsibilities
Team Leadership & Operations

  • Daily Triage & Escalation: Serve as the primary escalation point for Level 2 technicians; monitor queue health and coordinate the triage of high-priority clinical and administrative incidents.
  • Performance Management: Mentor a team of Desktop Support technicians, conducting regular 1-on-1s, technical skill assessments, and providing guidance on professional development.
  • Contingency & Incident Management: Assist in executing desktop support
  • contingency and business continuity plans during critical platform or infrastructure downtime.
  • Runbook Standardization: Standardize, update, and maintain technical runbooks and operational documentation for Level 2 teams to ensure consistent troubleshooting.

Technical & Endpoint Security Oversight

  • Endpoint Management: Manage corporate and clinical hardware lifecycles, ensuring proper deployment, tracking, and compliance of Windows and macOS devices across the hospital network.
  • Security Compliance: Oversee endpoint security configurations, including disk encryption (BitLocker), endpoint protection clients, and corporate mobile device management (MDM) policies.
  • Process Improvement: Conduct Root Cause Analysis (RCA) for recurring desktop support failures or procedural gaps to continuously optimize hardware delivery and technical workflows.
Qualifications & Skills
Required Experience & Education
  • Experience: Minimum of 5 years in a technical desktop support role, with at least 1–2 years of experience in a team lead, supervisory, or senior escalation capacity.
  • Industry Environment: Proven experience working within a large-scale enterprise environment (healthcare IT, hospital networks, or highly regulated 24/7 environments preferred).
  • Education: Associate or Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.

Technical Proficiencies

  • ITSM & Tools: Advanced proficiency with modern IT Service Management (ITSM) platforms (e.g., ServiceNow) for ticket management, SLA tracking, and operational reporting.
  • OS & Deployment: Strong expertise in Windows 10/11 enterprise administration and experience deploying/managing macOS environments within a corporate network.
  • Security & Utilities: Familiarity with enterprise endpoint security suites, active directory administration, and disk encryption recovery workflows.
  • Data & Reporting: Experience utilizing data analysis tools (such as Excel or Power Query) to review incident data, track team metrics, and identify volume trends.
Soft Skills & Certifications
  • Certifications: ITIL v3 or v4 Foundations certification is highly desirable.
  • CompTIA A+, Network+, or Microsoft/Apple certifications are a plus.
  • Communication: Exceptional communication skills with the ability to maintain
  • composure and professional empathy under pressure in a fast-paced clinical setting.
  • Problem Solving: Strong analytical skills focused on structured troubleshooting and operational accountability.
 

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