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From Home Help Desk Tier 2 Jobs (NOW HIRING)

Essnova Solutions, Inc.

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates ... Tier 2/3 escalation for complex workflow, integration, or production issues. * Monitor incoming ...

Integritymarketing

Help Desk Technician

Farmington, UT

$19 - $25.50/hr

Job Summary This is an in-person, office-based Tier 2 Help Desk position that provides hands-on ... from Tier 1, through both onsite (desk-side/walk-up) and remote channels. Provide local office ...

Siepe

IT Help Desk Tier 1

Dallas, TX

Whether you come from finance, tech, or are charting a new path, you'll find meaningful problems to ... Bring * 2-3 years of previous IT support experience; MSP experience preferred * Excellent ...

Ask IT consulting

Help Desk Technician

Harrisburg, PA

$19.75 - $26.75/hr

Refer Tier 2 calls to technical staff via Remedy or service providers * Resume or restore mainframe ... Level Help Desk environment Education: 2 year college degree or equivalent technical study ...

NuAxis Innovations

Help Desk Support Technician

Atlanta, GA

$19.25 - $26/hr

NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other ... Escalate complex issues to Tier 2/3 teams Required Qualifications * 1-3 years of IT Help Desk ...

Ubertal Inc

IT Help Desk Analyst

Conyers, GA · On-site

Position Title: IT Help Desk Analyst Location: Conyers, GA Engagement Type: Contract Work Mode ... Troubleshoot Tier 1 issues and route non-routine or complex items to Tier 2 technical support.

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How much do from home help desk tier 2 jobs pay per hour?

As of Aug 21, 2026, the average hourly pay for from home help desk tier 2 in the United States is $23.15, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $25.96 per hour, depending on experience, location, and employer.

What is a from home help desk tier 2?

From Home Help Desk Tier 2 jobs involve providing advanced technical support to customers or employees remotely. Tier 2 support professionals handle more complex issues that cannot be resolved by Tier 1 support, such as troubleshooting software, hardware, or network problems. They work from home using communication tools like phone, email, or chat to diagnose and resolve technical issues, often escalating unresolved problems to Tier 3 if necessary. These roles require strong problem-solving skills, technical knowledge, and excellent communication abilities.

What are the key skills and qualifications needed to thrive as a from home help desk tier 2?

To thrive as a From Home Help Desk Tier 2, you need advanced troubleshooting abilities, in-depth knowledge of operating systems and networks, and typically an associate’s degree or relevant IT certifications (such as CompTIA A+ or Network+). Familiarity with remote desktop tools, ticketing systems like ServiceNow or Zendesk, and diagnostic utilities is crucial. Strong communication, patience, and problem-solving skills help you effectively resolve complex issues and support end-users remotely. These competencies ensure timely, accurate technical support and high customer satisfaction in a remote environment.

What are some common challenges faced by remote help desk tier 2 professionals, and how can they be effectively managed?

Remote Help Desk Tier 2 professionals often encounter challenges such as troubleshooting complex technical issues without physical access to devices, coordinating with distributed teams, and maintaining clear communication with end-users. To manage these challenges, it's important to utilize robust remote support tools, document solutions thoroughly, and establish regular check-ins with colleagues. Strong organizational skills and a proactive approach to communication can help ensure timely resolution of issues and maintain high customer satisfaction.

What is the difference between From Home Help Desk Tier 2 vs From Home Technical Support Specialist?

AspectFrom Home Help Desk Tier 2From Home Technical Support Specialist
CertificationsCompTIA A+, HDI Support Center CertificationCompTIA A+, Network+, HDI certifications
Work EnvironmentRemote help desk, troubleshooting hardware/software issuesRemote technical support, resolving complex technical problems
Industry UsageIT support, customer serviceIT support, technical troubleshooting

While both roles involve remote technical assistance, From Home Help Desk Tier 2 focuses on resolving escalated customer issues and hardware/software troubleshooting, whereas From Home Technical Support Specialist often handles more complex technical problems and may require deeper technical knowledge. Both roles require similar certifications and work in remote IT support environments, but their focus and scope differ slightly.

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From Home Help Desk Tier 2 jobs near you
Infographic showing various From Home Help Desk Tier 2 job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 69% Full Time, 26% Part Time, and 4% Contract. Highlights an 85% Physical, 2% Hybrid, and 13% Remote job distribution, with an average salary of $48,154 per year, or $23.2 per hour.

Help Desk Support

Essnova Solutions, Inc.

Washington, DC • On-site

$23.25 - $31.75/hr

Full-time

Re-posted 21 days ago

Job description

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation.

  • Operate and manage the TRIRIGA Help Desk function (Tier 1–3 escalation model) during designated hours of operation (7:00 AM–6:00 PM ET), ensuring compliance with defined SLA response and resolution timelines.
  • Log, triage, categorize, prioritize, and resolve user-reported incidents using an industry-standard ticket management system; escalate unresolved issues per defined procedures.
  • Provide Tier 1 support for user navigation, permissions, access, reporting, and functional inquiries; coordinate Tier 2/3 escalation for complex workflow, integration, or production issues.
  • Monitor incoming tickets for Critical and High priority issues and ensure immediate response within required timeframes (e.g., 15-minute logging for Critical incidents).
  • Analyze recurring issues and trends to proactively identify systemic problems and recommend preventive solutions to Application Development and PM leadership.
  • Administer user accounts and role-based permissions within TRIRIGA, process BEARS access requests, and maintain updated user lists in monthly status reports.
  • Produce and submit required reports including Monthly Help Desk Logs and Bi-Weekly Bug/Defect Tracking Logs with resolution metrics, response times, and LOE summaries.
  • Maintain and update Knowledge Management (KM) repository, FAQs, and support documentation to promote user self-service and reduce recurring ticket volume.
  • Support system releases and upgrades by providing surge support coverage, post-release stabilization assistance, and user communications.

Requirements

  • Must have experience supporting TRIRIGA and/or other IWMS systems for Federal Agencies
  • Must have expertise in ticket management systems (e.g., ServiceNow)
  • Must have experience resolving user issues in IWMS systems
  • Must have familiarity with TRIRIGA permissions, role-based access, and interface troubleshooting