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Help Desk Level 2 Jobs (NOW HIRING)

TrovaSearch

Help Desk Supervisor

Orlando, FL

Position Summary The IT Help Desk Supervisor is a working supervisor role that combines hands-on Level II technical support with day-to-day leadership of the help desk team. The majority of this ...

Trapp Technology

IT Help Desk Level 1

Phoenix, AZ

$17 - $24/hr

Role Summary The Service Delivery Technician II provides technical support to clients within Trapp ... CompTIA A + certification required * 2+ years of technical customer support experience or help desk ...

Polaris Healthcare

Help Desk Level 1 IT

Bardonia, NY · On-site

$20 - $25/hr

) Seeking a Level 1 Systems Administrator to add to our team. Skills To Include Some If Not All Windows 10,11 Low voltage installation Windows Server 2016, 2019, 2022, 2025 Systems administration ...

Polaris Healthcare

Help Desk Level 1 IT

Bardonia, NY

$20 - $25/hr

Seeking a Level 1 Systems Administrator to add to our team. Skills To Include Some If Not All Windows 10,11 Low voltage installation Windows Server 2016, 2019, 2022, 2025 Systems administration ...

TRAPP TECHNOLOGY INC

IT Help Desk Level 1

Phoenix, AZ · On-site

$17 - $24/hr

Role Summary The Service Delivery Technician II provides technical support to clients within Trapp ... CompTIA A + certification required * 2+ years of technical customer support experience or help desk ...

TechFlow, Inc.

Help Desk Support

Montgomery, AL · On-site

Supports Help Desk Level II escalations to Level III. * Serves as the focal point to coordinate with the Defense Automatic Addressing System (DAAS) and/or approved platform specified by the ...

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Help Desk Level 2 information

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

As of Jul 16, 2026, the average hourly pay for help desk level 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 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.
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Help Desk Level 2 jobs near you
Help Desk Specialist - Level 2

Help Desk Specialist - Level 2

Stratum Networks

Annapolis Junction, MD • On-site

$74K - $101K/yr

Full-time

Medical, Retirement, PTO

Re-posted 29 days ago

Job description

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company that provides high-end network and security consulting to Department of Defense and Intelligence Community clients. We are looking for a talented and passionate Help Desk Specialist 2 who would support one of our clients located in the Annapolis Junction, MD area.

CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO BE CONSIDERED FOR THE POSITION.

RESPONSIBILITIES:  
Provides support 365 days a year. Shifts are rotating, 4 days a week, 10 hours a day. Shifts are 6am – 4pm and 12pm to 10pm. Help Desk support as defined by first response/Tier 1 support.

As our Help Desk Specialist 2, your day-to-day responsibilities could include:
  • Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
  • Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgment to the end user validating receipt of the ticket
  • If possible, resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket. If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with
  • Assist users with account creation, accessing and using IT systems
  • Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
  • Analyze, log and track issue and problem tickets related to Intel ink application
  • Compile and organize data for monthly status reports
  • Provide trend analysis and metrics to the Government based on gathering data and monthly status reports
  • Provide daily written and oral communications, make recommendations for improving documentation
  • Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
  • Update and maintain the Help Desk Handbook to stay consistent with current processes and procedures
  • Provide recommendation to the Government on issues/problems identified and reported in trend analysis
  • Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
Provides 365 days, 4 days a week, 10 hour a day shift (0600 - 2200) Help Desk support as defined by first response/Tier 1 and 2 support.
Work with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users

• Provide health and status monitoring, and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
• Document and communicate outage information to co-workers and customers
• Provide tier 1 response to customer service requests received via phone, email, chat, and tickets.
• Document all communications in a ServiceNow ticket system, escalate tickets as needed
• Provide basic instructions on how to use services to both external and internal customers
• Troubleshoot customer accounts and users’ ability to logon to the collaboration environment
IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.
 
Salary: $74k - $101k depending on experience and contract.
Excellent benefits package, including up to 3 weeks paid vacation and 11 paid holidays.  Eligible for health care (single and family) immediately.  401(k) plan with employer match available.

REQUIREMENTS:
  • Three (3) years of Help Desk experience.
  • Bachelor's Degree in a Business, Technical or Math related field OR Five (5) years’ experience with an Associate's Degree OR Seven (7) years’ experience may be substituted for the Bachelor's Degree.
  • TS/SCI with Polygraph.
STRATUM NETWORKS OVERVIEW:
Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company with expert knowledge of implementing secure infrastructure, providing security integration, development, assessment and training solutions.  Our high-end network and security consulting to Department of Defense and Intelligence Community clients create robust, secure network infrastructure, policies, and procedures for local and global, terrestrial and satellite networks.
 
As leading experts in their fields, our certified and highly experienced network, software development, IT support and security professionals are able to provide the necessary design, implementation, and consulting services to meet the demanding requirements of mission-critical networks. To learn more, visit www.stratumnet.com.  
 
Stratum Networks, Inc is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.