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Help Desk Level Two Jobs in Virginia (NOW HIRING)

Albanymed

Help Desk Tech II - M-F, 2nd Shift

Broadway, VA · On-site

$49K - $69K/yr

Level II The Help Desk Tech - Level II will have little to moderate Help Desk/Service Desk experience but has a desire to pursue a career in some field of Information Technology. The individual will ...

Leidos

Help Desk Manager

Chantilly, VA

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Chantilly, VA

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Chantilly, VA · On-site

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Falls Church, VA · On-site

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Reston, VA · On-site

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Manassas, VA · On-site

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Sterling, VA · On-site

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Burke, VA · On-site

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Merrifield, VA · On-site

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Herndon, VA · On-site

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Springfield, VA · On-site

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Aldie, VA · On-site

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

Leidos

Help Desk Manager

Chantilly, VA · On-site

$92K - $166K/yr

Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations * Monitor help desk performance metrics ...

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 ... DoD IAT Level II Certification is required. * DoD Top Secret Clearance is required. * Top Secret ...

Chenega MIOS

Tier 2 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Req ID: 40548 Summary Tier 2 Help Desk Analyst Arlington, VA Are you ready to enhance your skills ... DoD IAT Level II Certification is required. * DoD Top Secret Clearance is required. * Top Secret ...

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 ... DoD IAT Level II Certification is required. * DoD Top Secret Clearance is required. * Top Secret ...

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 ... DoD IAT Level II Certification is required. * DoD Top Secret Clearance is required. * Top Secret ...

Chenega Corporation

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 ... DoD IAT Level II Certification is required. * DoD Top Secret Clearance is required. * Top Secret ...

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All JobsHelp Desk Level Two JobsHelp Desk Level Two Jobs in Virginia

Help Desk Level Two information

What jobs pay $10,000 a month without a degree?

Help Desk Level Two roles typically do not pay $10,000 a month without specialized experience or certifications. High-paying jobs in this range often require advanced skills, certifications, or experience in fields like technology sales, software development, or specialized IT roles. Most positions paying that much without a degree are in sales, entrepreneurship, or highly skilled trades rather than entry-level help desk roles.

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 hardware, software, or network issues.

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

To thrive as a Help Desk Level Two professional, you need solid troubleshooting skills, in-depth knowledge of operating systems and networks, and typically an associate's degree or relevant certifications like CompTIA A+ or Microsoft Certified. Familiarity with ticketing systems such as ServiceNow, remote desktop tools, and diagnostic utilities is often required. Strong communication, patience, and problem-solving abilities help you resolve complex technical issues and support end users effectively. These skills are crucial for efficiently addressing escalated IT problems, ensuring minimal downtime, and maintaining user satisfaction.

What is Level 1 Level 2 and Level 3 support?

Help Desk Level 1 support involves basic troubleshooting and initial customer contact, handling common issues and providing standard solutions. Level 2 support handles more complex problems requiring deeper technical knowledge, often involving remote diagnostics. Level 3 support addresses advanced issues, typically involving specialized experts or engineers to resolve complex or persistent problems.

What are Help Desk Level Two technicians?

Help Desk Level Two technicians are IT support professionals who handle more complex technical issues that cannot be resolved by Level One support. They typically have deeper technical knowledge and troubleshooting skills, allowing them to solve software, hardware, and network problems. These technicians may also assist with system installations, configurations, and escalate unresolved issues to higher-level IT staff if necessary. Their role is crucial for maintaining efficient IT operations and ensuring user satisfaction.

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 tools, document solutions, and may escalate unresolved issues to higher-level support or specialized teams. Strong technical knowledge, problem-solving skills, and familiarity with ticketing systems are essential for this role.

What are the typical challenges faced by a Help Desk Level Two technician, and how can they be addressed?

Help Desk Level Two technicians often encounter complex technical issues that require in-depth troubleshooting beyond basic support. A common challenge is balancing multiple high-priority tickets while ensuring timely resolution and effective communication with both end-users and Level One support teams. To address these challenges, technicians should develop strong problem-solving skills, maintain clear documentation, and foster collaboration with other IT specialists. Staying current with system updates and participating in ongoing training can also help Level Two technicians handle escalated issues more efficiently.

What is the difference between Help Desk Level Two vs Help Desk Level One?

AspectHelp Desk Level TwoHelp Desk Level One
CertificationsCompTIA A+, HDI Support Center AnalystCompTIA A+, ITIL Foundation
ResponsibilitiesAdvanced troubleshooting, issue escalation, technical supportBasic troubleshooting, ticket logging, first contact support
Work EnvironmentHelp desk, IT support teams, technical departmentsHelp desk, customer service, support centers
Skills NeededTechnical troubleshooting, communication, problem-solvingCustomer service, basic technical knowledge

Help Desk Level Two professionals handle more complex technical issues, escalate problems, and provide advanced support, whereas Help Desk Level One staff focus on initial contact, basic troubleshooting, and ticket management. Level Two roles require more technical certifications and experience, making them suitable for those seeking to advance in IT support careers.

What cities in Virginia are hiring for Help Desk Level Two jobs? Cities in Virginia with the most Help Desk Level Two job openings:
Help Desk Level Two jobs near you

Help Desk Tech II - M-F, 2nd Shift

Albanymed

Broadway, VA • On-site

$49K - $69K/yr

Full-time

Posted 6 days ago

Job description

Department/Unit:

Information Systems & Services

Work Shift:

Evening (United States of America)

Salary Range:

$49,763.00 - $69,668.00The Help Desk Tech provides initial employee support for technical inquiries received via the telephone and/or email. The Help Desk Tech will assess the nature of problems and resolve basic support issues over the phone, utilizing remote access and all provided technical utilities, scripts and documentation. The Help Desk Tech escalates and notifies Information Technology employees appropriately according to documented standard operating procedures. The Help Desk Tech is responsible for an exemplary customer service experience for all Albany Med employees during their interaction with the Albany Med Help Desk.

Level II

The Help Desk Tech - Level II will have little to moderate Help Desk/Service Desk experience but has a desire to pursue a career in some field of Information Technology. The individual will complete tasks as documented by departmental standard operating procedures (SOP), processes, documentation and training. The individual will receive close to moderate supervision and is expected to escalate issues that fall outside of their training and documentation for disposition by senior peers or management. The individual will have knowledge of and the ability to adhere to customer service standards and ensure that all written and verbal interactions with users meet those standards

Typical responsibilities include:

Support

  • Answer the Help Desk support line and provide all assistance in alignment with documented processes, SOPs, documentation, and training
  • Respond to email requests in alignment with documented processes, SOPs, documentation, and training
  • Adhere to Customer Service Standards in all verbal and written interactions with users
  • Work as part of a team to meet goals set forth by Help Desk Management
  • Meet all documented and communicated Help Desk statistical metrics that drive overall Help Desk performance

Supervision

  • This position does not have any supervisory responsibilities

Contact with others

  • High degree of contact internal and external to Albany Med, including anyone who could possibly call the Help Desk phone line

Other

  • Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technoloyg
  • Use customer feedback as a basis for taking actions, which solve customer problems quickly and effectively
  • Provide best effort support for non-standard applications and hardware
  • Participate in on-call rotation and help troubleshoot customer issues
  • Maintain confidentiality by using and communicating information only as needed to perform one's duties
  • Perform at or above the Information Technology performance standards
  • Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)

Complete other duties or assignments as designated by management

Thank you for your interest in Albany Med Health System!

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a "need to know" and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

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