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Help Desk Level 2 Jobs in Michigan (NOW HIRING)

MyMichigan Health

Help Desk Representative

Midland, MI · On-site

$15 - $19.25/hr

One (1) to two (2) years experience providing technical support on common computer hardware and ... Physical Demand Level: Sedentary. Must be able to occasionally (0-33% of the workday) lift or carry ...

Purposelink Recruitment

IT HELP DESK

Ann Arbor, MI

Help Desk Support (2+ years) * Microsoft Windows (2+ years) * Active Directory (1+ years) * Citrix ... Key Responsibilities: - Provide first-level technical support and troubleshooting for IT-related ...

Mercantile Bank

Help Desk Technician

Troy, MI

$19 - $25.50/hr

Two-Year college degree or specialist certifications * Must be able to work the required schedule ... Our Help Desk team provides support from 7am - 6pm Monday through Friday and 8:30am - 12pm on ...

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All JobsHelp Desk Level 2 JobsHelp Desk Level 2 Jobs in Michigan

Help Desk Level 2 information

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How much do help desk level 2 jobs pay per hour?

As of Jul 27, 2026, the average hourly pay for help desk level 2 in Michigan is $20.18, according to ZipRecruiter salary data. Most workers in this role earn between $16.78 and $22.64 per hour, depending on experience, location, and employer.

What is a Level 2 help desk issue?

A Level 2 help desk issue involves more complex technical problems that cannot be resolved by Level 1 support. It typically requires specialized knowledge, troubleshooting skills, and access to advanced tools or systems to diagnose and fix issues related to hardware, software, or network problems.

What is a Level 2 help desk job description?

A Level 2 help desk technician handles more complex technical issues that cannot be resolved by Level 1 support, including troubleshooting hardware, software, and network problems. They often use remote support tools, document solutions, and may escalate unresolved issues to higher-level support or specialized teams.

How does a Help Desk Level 2 technician typically collaborate with Level 1 and other IT teams?

Help Desk Level 2 technicians play a pivotal role by handling escalated issues from Level 1 support and working closely with specialized IT teams. They often guide Level 1 staff on troubleshooting steps and document solutions for recurring problems. Collaboration includes participating in regular meetings, sharing knowledge through ticket notes, and occasionally joining cross-functional projects to improve overall IT support processes. This teamwork ensures efficient problem resolution and fosters professional growth within the support environment.

What is the difference between Level 1 and 2 help desk support?

Help Desk Level 2 support involves handling more complex technical issues that cannot be resolved by Level 1 staff, who typically address basic problems and provide initial troubleshooting. Level 2 technicians often have deeper technical knowledge, access to advanced tools, and may escalate unresolved issues to specialized teams or higher support levels.

What are Help Desk Level 2 technicians?

Help Desk Level 2 technicians are IT professionals who provide advanced technical support to users experiencing hardware, software, or network issues that cannot be resolved by Level 1 support. They handle more complex problems, such as system troubleshooting, configuration, and resolving persistent technical incidents. Level 2 technicians may also escalate issues to higher-level support if necessary, document solutions, and help maintain IT infrastructure. Their role is essential for ensuring smooth business operations and minimizing downtime.

What is the difference between Help Desk Level 2 vs Help Desk Level 1?

AspectHelp Desk Level 2Help Desk Level 1
CredentialsBasic IT certifications (CompTIA A+, Network+)Entry-level certifications or none
ResponsibilitiesAdvanced troubleshooting, escalations, detailed issue resolutionInitial support, basic troubleshooting, ticket logging
Work EnvironmentSupport teams, technical departmentsFrontline support, customer service
SkillsIntermediate technical knowledge, problem-solvingCustomer communication, basic technical skills

Help Desk Level 2 professionals handle more complex technical issues than Help Desk Level 1 staff. They often resolve escalated problems, requiring deeper technical knowledge and troubleshooting skills. While Level 1 focuses on initial contact and basic support, Level 2 provides advanced assistance to ensure timely issue resolution.

What are the key skills and qualifications needed to thrive as a Help Desk Level 2 technician, and why are they important?

To thrive as a Help Desk Level 2 technician, you need strong troubleshooting skills, in-depth knowledge of operating systems and networks, and typically an associate degree or relevant IT certifications such as CompTIA A+ or Microsoft Certified solutions. Familiarity with ticketing systems (like ServiceNow or Jira), remote desktop tools, and diagnostic utilities is essential. Excellent communication, patience, and problem-solving abilities help you effectively assist users and collaborate with team members. These skills ensure quick, accurate issue resolution and high customer satisfaction in fast-paced technical support environments.

Is AI replacing IT's help desk?

Help Desk Level 2 roles involve troubleshooting and resolving complex technical issues, which AI tools can assist but not fully replace. AI can automate routine tasks and provide support, allowing help desk professionals to focus on more complex problems that require human judgment and communication skills.
What are popular job titles related to Help Desk Level 2 jobs in Michigan? For Help Desk Level 2 jobs in Michigan, the most frequently searched job titles are:
What job categories do people searching Help Desk Level 2 jobs in Michigan look for? The top searched job categories for Help Desk Level 2 jobs in Michigan are:
Help Desk Level 2 jobs near you
Infographic showing various Help Desk Level 2 job openings in Michigan as of July 2026, with employment types broken down into 77% Full Time, 20% Part Time, 1% Temporary, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $41,971 per year, or $20.2 per hour.
Help Desk Technician II

Help Desk Technician II

Park Place Technologies

Grand Rapids, MI

$19.25 - $26/hr

Full-time

Posted 8 days ago

Park Place Technologies rating

7.8

Company rating: 7.8 out of 10

Based on 6 frontline employees who took The Breakroom Quiz

88th of 230 rated it services

Job description

Help Desk Technician II

The Help Desk Technician II is responsible for all aspects of first level end-user support, including workstation, telephone, printer and computer issues. This position will assist clients to leverage technology to solve business problems by being the SPOC (single point of contact) for all technology-related problems, escalating un-resolvable transactions to the next level. Ensure compliance with customers’ technical and quality standards and procedures always utilizing exceptional customer service to attain the highest degree of customer satisfaction.

What you’ll be doing:

  • First-level support for end-users for IT issues including workstation break/fix, error resolution, endpoint security management (e.g., antivirus and anti-malware issues).
  • Manages the help desk ticketing system, ensuring that incidents submitted by employees are routed to the correct group with the IS/IT department.
  • Configures, installs and deploys new workstations, telephones, printers, and other IT equipment required by Park Place employees
  • Troubleshoot and offer viable solutions to various hardware and software problems
  • Handle routine and basic technical issues that can be fixed during a phone call.
  • Apply knowledge of particular software and hardware applications and follow standard practices to address user issues.
  • Collaborate with team members and manager as needed to escalate and fix ongoing issues.
  • Responsible for installing and testing systems and software inherent to in-house computer operations.
  • Provide systems upgrades, debug software and applications, and run diagnostics on computers as needed.
  • Document incoming calls & record specific issues to identify ongoing issues or patterns.
  • Create manuals to address specific problems for future reference.
  • Responsible for troubleshooting new installation issues and performing maintenance to prevent issues from arising with new hardware and software installs and upgrades.
  • Installs software onto workstations, as required, for provisioning of new employees or where software is deployed to existing users.
  • Responsible for managing the mobile phone plan, including provisioning new lines, migrating employee phones to the plan where appropriate, providing reports to IT management and interfacing with the mobile telephony vendor.
  • Stays abreast of new and emerging information technologies as well as current trends.
  • Provides emergency on-call support, as needed.
  • Other duties as assigned.

What we’re looking for:

  • 3-4+ years of related experience.
  • Minimum 1-2+ years’ experience in a help desk technician role.
  • Customer experience required.
  • Strong knowledge & understanding on how the following operate: operating systems, networks, programming, languages, firewalls and routers. Upgrades, installations and common technical issues that can arise in Windows, Cisco networks, mobile applications, etc.
  • Ability to make decisions quickly with limited information,
  • Ability to solve complex problems.
  • Ability to read and understand complex manuals & terminology.
  • Understanding of hardware & software.
  • Excellent communication skills
  • Keen Attention to detail.
  • Ability to recognize patterns.
  • Ability to diagnose and resolve complex computer/software technical issues.

Bonus Points:

  • Network+, A+, IT Fundamentals and Windows workstation certifications in the Microsoft Certified Professional Program.

Education:

  • Associate or bachelor's degree highly preferred.

Travel:

  • 10%

What Park Place Technologies employees say

Pay

Hours and flexibility

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