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Help Desk Technician Tier 2 Jobs (NOW HIRING)

Solvere One

Help Desk Technician - Tier 2 (MSP)

Dulles, VA · On-site

$60K - $75K/yr

Help Desk Technician Tier 2 is responsible for resolving all tier 2 issues and passing all other requests on to Tier 3 technicians. Employees will be expected to remotely interact with clients daily ...

Solvere One

Help Desk Technician - Tier 2 (MSP)

Dulles, VA · On-site

$60K - $75K/yr

Help Desk Technician Tier 2 is responsible for resolving all tier 2 issues and passing all other requests on to Tier 3 technicians. Employees will be expected to remotely interact with clients daily ...

The Hiller Companies

Help Desk Technician, Tier II

Concord, NC · On-site

$18.75 - $25.25/hr

The Hiller Companies, LLC has an immediate opening for IT Help Desk Tier II Technician. If you are a dedicated professional with a passion for fire protection and safety, we invite you to apply today.

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Help Desk Technician Tier 2 information

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How much do help desk technician tier 2 jobs pay per hour?

As of Aug 30, 2026, the average hourly pay for help desk technician tier 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 help desk technician tier 2?

Help Desk Technician Tier 2 professionals provide advanced technical support to users experiencing IT issues that could not be resolved by Tier 1 technicians. They handle more complex problems related to software, hardware, and network systems, often requiring in-depth troubleshooting and analysis. Tier 2 technicians may also escalate unresolved issues to higher-level support teams and document solutions for future reference. Their role is essential in ensuring efficient IT operations and minimizing downtime for end users.

What are the key skills and qualifications needed to thrive as a help desk technician tier 2?

To thrive as a Help Desk Technician Tier 2, you need solid knowledge of troubleshooting hardware and software issues, network administration, and typically an associate's degree or relevant IT certifications like CompTIA A+ or Network+. Familiarity with ticketing systems, remote desktop tools, and common operating systems (Windows, macOS, Linux) is essential. Strong problem-solving skills, patience, and effective communication set standout technicians apart in resolving escalated customer issues. These abilities ensure efficient issue resolution, minimize downtime, and provide a positive user experience.

What are some common challenges faced by help desk technician tier 2 professionals, and how can they be managed effectively?

Help Desk Technician Tier 2 professionals often encounter challenges such as troubleshooting complex technical issues, managing multiple support tickets simultaneously, and communicating effectively with both end-users and Tier 1 technicians. To manage these challenges, it's important to develop strong time management skills, stay updated on the latest technologies used within the organization, and maintain detailed documentation of solutions. Collaborating closely with team members and leveraging internal knowledge bases can also help resolve issues more efficiently and improve overall user satisfaction.

What is the difference between Help Desk Technician Tier 2 vs Help Desk Technician Tier 1?

AspectHelp Desk Technician Tier 2Help Desk Technician Tier 1
CertificationsCompTIA A+, Network+ often preferredCompTIA A+ typically sufficient
Work EnvironmentHandles more complex issues, escalated ticketsHandles basic support, initial contact
ResponsibilitiesDiagnoses advanced problems, escalates when neededResolves common issues, provides basic troubleshooting
SkillsIntermediate technical knowledge, customer serviceBasic technical skills, customer interaction

Help Desk Technician Tier 2 roles require more advanced troubleshooting skills and often involve handling escalated issues, whereas Tier 1 technicians focus on basic support and initial customer contact. Both roles are essential in IT support, but Tier 2 technicians typically have more certifications and technical expertise.

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Help Desk Technician Tier 2 jobs near you
Infographic showing various Help Desk Technician Tier 2 job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 70% Full Time, 25% Part Time, and 4% Contract. Highlights an 84% Physical, 1% Hybrid, and 15% Remote job distribution, with an average salary of $48,154 per year, or $23.2 per hour.

Help Desk Technician - Tier 2 (MSP)

Dulles, VA • On-site

Solvere One
11 - 50 employees
Learn more about Solvere Oneexternal

$60K - $75K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 13 days ago

Job description

About the Company
Solvere One has established a top-level Managed Service Provider (MSP) brand that focuses on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnerships, proactively managing technology that proves vital for business security, productivity, and growth while reducing the cost of IT ownership. We provide executive-level, white-glove support.
Opening
Solvere One has an open position for a Help Desk Technician, Tier 2, to provide support from our Dulles, Virginia headquarters. The duties of the position include fielding incidents via phone and email escalated from Tier 1 technicians. Help Desk Technician Tier 2 is responsible for resolving all tier 2 issues and passing all other requests on to Tier 3 technicians.
Employees will be expected to remotely interact with clients daily in various capacities. Professionalism and courteousness are required. Excellent verbal and written communication skills are also required.
Highly qualified candidates will be self-starters, highly motivated, and eager to contribute to the organization's well-being while operating in a fast-paced environment.
This role reports to the Service Delivery Manager.
Position Requirements:
Examples of essential duties are interpreted as being descriptive and not restrictive.
  • Identifies, diagnoses, and resolves Tier 2 incidents for users of personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment; communicates solutions to end-users.
  • Provides one-on-one end-user problem resolution over the phone for company-approved Personal Computer (PC) software.
  • Delivers, tags, set up, and assists in configuring end-user PC desktop hardware, software, and peripherals.
  • Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and third-party application problems.
  • Coordinates timely repair of PC equipment covered by third-party vendor maintenance agreements.
  • Performs minor desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements.
  • Create detailed technical documentation for resolutions of issues.
  • Enters and tracks all time and keeps all documentation up to date in PSA Platform in real time.
  • Identifies, documents and escalates all Tier 3 incidents in a timely manner.

Required Technical Experience:
  • Microsoft Windows Desktop OS installation and support
  • Apple / Mac Desktop OS installation and support
  • Microsoft Office 365 administration and support
  • Google Workspace administration and support
  • iPhone / Android troubleshooting
  • Multi-factor Authentication configuration and support

Preferred Technical Experience:
  • ConnectWise Manage
  • ConnectWise Automate
  • IT Glue
  • Sophos suite of solutions

This is a full-time, salaried position. Salary commensurate with experience.
Salary Range: $60,000 - $75,000 Salary/Year
Benefits include: 401K, PPO healthcare, dental, vision, paid vacation, etc.

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