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Full Time Help Desk Tier 2 Jobs (NOW HIRING)

OBXtek

Help Desk Tier II/ Public Trust

Washington, DC · On-site

$22.75 - $30.50/hr

Provide excellent Level 1 and Level 2 Service Desk support and exemplary customer service to on ... Ensure smooth daily operations of the help desk, and as often as possible, assume leadership role ...

TEEMA

Help Desk Specialist II- Tier 2 Support

Ashburn, VA · On-site

$61K - $64K/yr

Help Desk Specialist II Task 3: TSD Advanced Support (Tier II) Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote, within commuting distance Rotating shifts, 24x7x365 coverage required ...

Solvere One

Help Desk Technician - Tier 2 (MSP)

Dulles, VA · On-site

$20.25 - $27.25/hr

Help Desk Technician Tier 2 is responsible for resolving all tier 2 issues and passing all other ... Sophos suite of solutions This is a full-time, salaried position. Salary commensurate with ...

Sharp Solutions Inc

Help Desk Tier 2 Mac Windows

Reston, VA · On-site

$20.75 - $28/hr

We strive to provide services that do more to help the customer improve in all areas including ... Sharp Solutions, Inc has an immediate need for a Tier II Mac resource for a new contract Task Order ...

OBXtek

Help Desk Tier II/ Public Trust

Washington, DC · On-site

$22.75 - $30.50/hr

Provide excellent Level 1 and Level 2 Service Desk support and exemplary customer service to on ... Ensure smooth daily operations of the help desk, and as often as possible, assume leadership role ...

SecuriGence

Tier 2 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Overview Tier 2 Help Desk Analyst Arlington, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional ...

SecuriGence

Tier 2 Help Desk Analyst

Arlington, VA

$23.50 - $32.25/hr

Summary Tier 2 Help Desk Analyst Arlington, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional ...

SecuriGence

Tier 2 Help Desk Analyst

Arlington, VA

$23.50 - $32.25/hr

Summary Tier 2 Help Desk Analyst Arlington, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional ...

Sparibis

Help Desk- Tier I

Orlando, FL · On-site +1

$19.25 - $26.25/hr

Must have Tier 1 help desk experience. * ServiceNow experience. Responsibilities * Provide Tier 1 technical support as the central point of contact for all IT-related inquiries and end user requests.

SecuriGence

Tier 2 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Overview Tier 2 Help Desk Analyst Arlington, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional ...

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Full Time Help Desk Tier 2 information

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How much do full time help desk tier 2 jobs pay per hour?

As of Jun 15, 2026, the average hourly pay for full time 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 are the key skills and qualifications needed to thrive as a Full Time Help Desk Tier 2, and why are they important?

To thrive as a Full Time Help Desk Tier 2 technician, you need strong troubleshooting skills, in-depth technical knowledge of operating systems and networks, and typically an associate degree or relevant IT certifications like CompTIA A+ or Microsoft Certified Solutions Associate (MCSA). Familiarity with ticketing systems, remote desktop tools, and diagnostic utilities is essential for effective problem resolution. Excellent communication, patience, and customer service skills help you manage user issues and collaborate with other IT staff. These skills are crucial for efficiently resolving complex issues, ensuring user satisfaction, and maintaining smooth IT operations.

What are some common challenges faced by Help Desk Tier 2 technicians and how can they be addressed?

Help Desk Tier 2 technicians often encounter complex technical issues that require in-depth troubleshooting and strong analytical skills. A common challenge is balancing multiple high-priority tickets while communicating effectively with both end users and Tier 1 staff. To address these challenges, it is important to have a solid understanding of the organization's systems, stay organized with ticket management tools, and continuously update technical knowledge through training. Collaborating closely with Tier 1 and Tier 3 teams also helps in resolving escalated issues more efficiently and learning from each case.

What are Full Time Help Desk Tier 2 jobs?

Full Time Help Desk Tier 2 jobs refer to technical support positions where employees assist customers or end-users with more complex IT issues that could not be resolved by Tier 1 support staff. Tier 2 technicians typically handle troubleshooting of hardware, software, and network problems, and may also escalate particularly challenging issues to higher support levels. These roles require strong technical knowledge, problem-solving skills, and the ability to communicate clearly with users. Working full time means the employee works a standard number of hours per week, usually 35-40, as a permanent staff member.

What is the difference between Full Time Help Desk Tier 2 vs Help Desk Tier 1?

AspectFull Time Help Desk Tier 2Help Desk Tier 1
ResponsibilitiesAdvanced troubleshooting, issue escalation, technical support for complex problemsBasic troubleshooting, initial customer contact, issue logging
Required SkillsNetworking, operating systems, remote support, problem-solvingCustomer service, basic technical knowledge, ticketing systems
CertificationsCompTIA A+, Network+ often preferredCompTIA A+ typically sufficient
Work EnvironmentSupport teams, technical environments, escalation pointsFrontline support, help desk software, customer interaction

Full Time Help Desk Tier 2 roles involve handling more complex technical issues, requiring advanced skills and certifications, and often serve as escalation points from Tier 1. Help Desk Tier 1 focuses on basic troubleshooting and customer support. Both roles are essential in IT support, but Tier 2 requires deeper technical knowledge and problem-solving abilities.

What cities are hiring for Full Time Help Desk Tier 2 jobs? Cities with the most Full Time Help Desk Tier 2 job openings:
What are the most commonly searched types of Help Desk Tier 2 jobs? The most popular types of Help Desk Tier 2 jobs are:
What states have the most Full Time Help Desk Tier 2 jobs? States with the most job openings for Full Time Help Desk Tier 2 jobs include:
Full Time Help Desk Tier 2 jobs near you

Help Desk Specialist II (Tier II- Advanced Support)

Home - ARETEC

Ashburn, VA • Remote

Full-time

Posted 23 days ago

Job description

Help Desk Specialist II (Tier 2 – Advanced Support)

CBP Technology Service Desk (TSD)

Location: Remote

Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)

Employment Type: Fulltime

Clearance Requirement: CBP Background Investigation (Unclassified)

Position Summary

Aretec is seeking a Help Desk Specialist II (Tier 2 – Advanced Support) to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers secondlevel troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's missioncritical IT environment. The ideal candidate brings strong technical depth, excellent problemsolving skills, and experience supporting enterprisescale systems.

What You'll Do

  • Provide 24x7x365 Tier II advanced technical support for incidents and service requests transferred via ServiceNow tickets or warmtransferred calls.
  • Perform advanced remote troubleshooting for:
  • Mobile devices and CBP mobile service environment (AirWatch/Workspace ONE)
  • Email services and Microsoft Outlook
  • Personal Identity Verification (PIV) card authentication
  • Remote VPN access (GlobalProtect and Zscaler)
  • Remote access via DHS Workplace (WaaS)
  • Microsoft Office products
  • Windows OS and Active Directory
  • Remote software installations
  • Resolve ≥90% of tickets assigned to Tier II in alignment with AQL targets.
  • Process ≥90% of Tier II tickets within 4 hours (resolved or escalated).
  • Answer ≥80% of transferred calls and chats within 60 seconds.
  • Escalate incidents to nextlevel support teams, including internal CBP groups and thirdparty vendors, as required.
  • Perform remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras.
  • Install approved software using Governmentprovided tools and processes.

Required Qualifications

  • High school diploma or equivalent; Associate's degree in IT preferred.
  • Minimum 2 years of experience providing IT help desk or technical support with Tier IIlevel troubleshooting.
  • Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).
  • Experience supporting VPN technologies, remote access tools, and PIV/smart card authentication.
  • Ability to work rotating shifts, including nights, weekends, and holidays.
  • Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Preferred Qualifications

  • CompTIA A+, Network+, or Security+ certification.
  • HDI Desktop Support Technician certification.
  • Experience with AirWatch/Workspace ONE MDM.
  • Experience with GlobalProtect VPN and Zscaler.
  • Experience using the ServiceNow ITSM platform.
  • Prior federal government or CBP Tier II support experience.
  • ITIL Foundation certification.

Equal Opportunity Employer

Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

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