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Help Desk Level 2 Jobs in Michigan (NOW HIRING)

SKYTRON, LLC

Help Desk Analyst

Grand Rapids, MI · Hybrid

$19 - $25.75/hr

Hybrid work arrangement What You'll Do As a Help Desk Analyst , you will be the first point of ... Provide exceptional Windows-based level 1-2 software, hardware, and network support * Format PCs ...

State of Michigan

Help Desk Analyst

Lansing, MI · On-site

$44K/yr

This position provides first-level application support and end-user technology assistance for ... Two years of experience in customer service, application support, computer support, or equivalent ...

State of Michigan

Help Desk Analyst

Lansing, MI · On-site

$44K/yr

N/A This position provides first-level application support and end-user technology assistance for ... Two years of experience in customer service, application support, computer support, or equivalent ...

Eskatech

Be Seen First

IT Helpdesk and Field Technician Level 2 / Level 3

Dundee, MI · On-site

$45K - $60K/yr

Field IT Technician Level 2/3 -- Multi-Site Retail (Philadelphia) 15+ years in business, Managed IT ... Manage help desk support tickets , ensuring timely resolution and excellent customer satisfaction.

Trilon Group

Help desk Technician

Canton, MI · On-site

$23 - $30/hr

Maintain a high level of professionalism and empathy when engaging with end users Onboarding and ... Must be in a designated region and based in a Tier 1 or Tier 2 Trilon office to provide hands-on ...

Wightman

IT Help Desk Technician

Kalamazoo, MI · On-site

IT Help Desk Technician Position Purpose: At Wightman, we rely on our IT systems to help us create ... level position, or are looking to accelerate your career opportunities - you want to work for a ...

Adna Technologies

Level II Helpdesk Technician

Lansing, MI · On-site

$20.25 - $27.25/hr

... we help businesses stay connected in every possible sense. So, What does a Level 2 Support ... Technician Do? Responsible for remotely managing and maintaining our end client's networks ...

Adna Technologies

Level II Helpdesk Technician

Lansing, MI · On-site

$20.25 - $27.25/hr

... help businesses stay connected in everypossible sense. So,Whatdoes a Level 2 Support Technician Do ... Responsible for remotely managing andmaintainingour end client's networks, proactive management of ...

ODL

Help Desk Support Technician

Zeeland, MI

$18.50 - $24.75/hr

Associate's degree plus 1-2 years of related work experience; or high school diploma plus 2-3 years of related experience. * Strong Service Attitude * Spanish speaking is a plus. Additional Notes ...

ODL, Inc.

Help Desk Support Technician

Zeeland, MI · On-site

$18.50 - $24.75/hr

Associate's degree plus 1-2 years of related work experience; or high school diploma plus 2-3 years of related experience. * Strong Service Attitude * Spanish speaking is a plus. Additional Notes ...

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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 Sep 4, 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 Help Desk Level 2 technician?

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.

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 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.

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 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 August 2026, with employment types broken down into 1% As Needed, 66% Full Time, 30% Part Time, and 3% Contract. Highlights an 84% Physical, 1% Hybrid, and 15% Remote job distribution, with an average salary of $41,971 per year, or $20.2 per hour.

Team Lead / Support Lead IT Managed Services Help Desk

Stafford Gray

Detroit, MI • On-site

Contractor

Re-posted 4 days ago

Job description

The Team Lead / Support Lead is responsible for overseeing the daily operations of an onsite IT Managed Services Help Desk in a 24x7x365 environment. This role provides hands on leadership for frontline help desk, desktop support, and system operations staff, ensuring high quality service delivery, consistent SLA performance, and alignment with organizational IT standards. Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and reporting within the ITSM platform. The role also supports staff development through training, coaching, and performance management, while driving continuous improvement through metrics, quality reviews, and root cause analysis.
Responsibilities
Operational Leadership
Lead and supervise onsite Help Desk, desktop support, and system operations staff. Ensure full staffing coverage for a 24x7x365 airport operations environment, including holidays and peak travel periods. Serve as the primary operational contact between WCAA Technology Services and managed service staff.
Service Delivery and Escalation Management
Oversee daily Help Desk operations including incident intake, triage, escalation, resolution, and closure. Act as the primary escalation point for Level 1 and Level 2 issues prior to Level 3 or vendor involvement. Ensure strict adherence to SLAs, priority definitions, and response and resolution targets.
ITSM and ServiceNow Management
Ensure all incidents and service requests are accurately documented and tracked in ServiceNow. Maintain workflows, request forms, knowledge base articles, and Tier 0 and Level 1 support scripts. Ensure consistent data quality to support reporting, audits, and service reviews.
Quality, Metrics, and Continuous Improvement
Monitor and manage service performance metrics including First Call Resolution, Average Speed of Answer, Abandon Rate, and Customer Satisfaction. Conduct ticket reviews, call monitoring, and quality audits. Support root cause analysis and continuous improvement initiatives to reduce repeat issues and improve service outcomes.
Training and Workforce Development
Support onboarding, training, and mentoring of new team members. Ensure staff maintain required technical certifications and customer service standards. Identify performance gaps and partner with management to implement improvement or corrective action plans.
Reporting and Stakeholder Coordination
Provide regular operational reporting on service performance, staffing, risks, and issues. Participate in biweekly service reviews and monthly management meetings. Coordinate daily terminal walks and system monitoring activities as required.
Requirements
Required Qualifications & Experience
  • 7-10 years of experience in IT support or Service Desk operations, including demonstrated leadership or supervisory responsibilities
  • Proven experience leading Help Desk or technical support teams in a campus-style, multisite, or enterprise environment
  • Experience supporting 24x7x365 operations, including shift coverage, holidays, and high-availability environments

Technical Requirements
  • Strong hands-on experience with:
    • Windows operating systems
    • Microsoft Office 365
    • Desktop administration and endpoint support
  • Working experience with ServiceNow or similar ITSM platforms
  • Solid understanding of ITIL-aligned processes, including:
    • Incident Management
    • Problem Management
    • Change Management
Leadership & Operational Skills
  • Ability to ensure full staffing coverage and manage schedules to meet SLA and operational requirements
  • Strong escalation management and decision-making skills
  • Excellent customer service, communication, and stakeholder coordination abilities
  • Experience acting as a primary point of contact between technical teams and business stakeholders

Preferred Qualifications
  • Relevant technical certifications such as:
    • CompTIA A+
    • Network+
    • Microsoft certifications
    • or equivalent industry credentials

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