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Fulltime Help Desk Tier Two Jobs (NOW HIRING)

Dexian

Tier II Help Desk

Arlington, VA · On-site

$23 - $31/hr

The Tier 2 Service Desk Analyst provides advanced technical support and escalated issue resolution ... help everyone achieve their ambitions and goals. To learn more, please visit . Dexian is an Equal ...

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

$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 ...

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 ...

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 ...

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Fulltime Help Desk Tier Two information

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How much do fulltime help desk tier two jobs pay per hour?

As of Jun 9, 2026, the average hourly pay for fulltime help desk tier two 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.
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Fulltime Help Desk Tier Two jobs near you
Infographic showing various Fulltime Help Desk Tier Two job openings in the United States as of May 2026, with employment types broken down into 4% As Needed, 82% Full Time, 8% Part Time, and 6% Contract. Highlights an 95% Physical, 2% Hybrid, and 3% Remote job distribution, with an average salary of $48,154 per year, or $23.2 per hour.
Help Desk Specialist II (Tier II- Advanced Support)

Help Desk Specialist II (Tier II- Advanced Support)

Aretec Inc

Ashburn, VA • On-site

Full-time

Posted 18 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: Full-time
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 second-level troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's mission-critical IT environment. The ideal candidate brings strong technical depth, excellent problem-solving skills, and experience supporting enterprise-scale systems.
What You'll Do
  • Provide 24x7x365 Tier II advanced technical support for incidents and service requests transferred via ServiceNow tickets or warm-transferred 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 next-level support teams, including internal CBP groups and third-party vendors, as required.
  • Perform remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras.
  • Install approved software using Government-provided 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 II-level 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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