ZipRecruiter

Log In

1

Help Desk Tier 2 Jobs in Alabama (NOW HIRING)

Neumo

Help Desk Manager

Birmingham, AL · On-site

Manage all Help Desk activity which includes responding to calls from end-user clients, logging ... First point of escalation for Tier 1 & Tier 2 agents * Partnering with BU SME on complex issues

Athens State University

Help Desk Technician

Athens, AL · On-site

$17 - $22.75/hr

Manage help desk ticket intake, capturing complete contact information and issue description, and ... Provide Tier 1 support, including intake resolution and in-depth troubleshooting of hardware ...

American Ops

Help Desk Lead

Montgomery, AL · On-site

$80 - $100/hr

Manages integrated BMx Level I, II, and III Help Desk operations supporting operational sustainment, user support, escalation governance, deficiency management, response‑time compliance, and ...

next page

Showing results 1-20

All JobsHelp Desk Tier 2 JobsHelp Desk Tier 2 Jobs in Alabama

Help Desk Tier 2 information

See Alabama salary details

$11

$20

$30

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

As of Sep 5, 2026, the average hourly pay for help desk tier 2 in Alabama is $20.98, according to ZipRecruiter salary data. Most workers in this role earn between $17.45 and $23.51 per hour, depending on experience, location, and employer.

What is a Help Desk Tier 2?

A Help Desk Tier 2 job involves providing advanced technical support for IT-related issues that Tier 1 cannot resolve. Tier 2 technicians troubleshoot complex problems, assist with software and hardware issues, and may escalate unresolved cases to Tier 3. They communicate with end users, document solutions, and often have a deeper understanding of network systems and applications. Strong problem-solving skills and technical expertise are essential for this role.

What are the typical day-to-day responsibilities of a Help Desk Tier 2?

A Help Desk Tier 2 technician typically handles more complex technical issues that have been escalated from Tier 1, including troubleshooting software, hardware, and network problems. Daily tasks often involve communicating with users to diagnose issues, working within ticketing systems to track progress, and coordinating with other IT staff or vendors for resolution. You may also help implement solutions, document fixes, and sometimes assist with user training. This role usually operates in a collaborative environment, maintaining close communication with both end-users and other technical teams to ensure seamless IT support.

What are the key skills and qualifications needed to thrive in the Help Desk Tier 2 position, and why are they important?

To thrive as a Help Desk Tier 2, you need advanced troubleshooting abilities, a solid understanding of operating systems and networks, and typically a degree in IT or relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional. Familiarity with ticketing systems, remote desktop tools, and Active Directory is often required to resolve escalated technical issues efficiently. Strong communication skills, patience, and a customer-focused mindset are valuable soft skills for this role. These skills are vital for effectively resolving complex problems, ensuring user satisfaction, and providing critical support to keep business technology running smoothly.

What are the most commonly searched types of Help Desk Tier 2 jobs in Alabama?

The most popular types of Help Desk Tier 2 jobs in Alabama are:

What are popular job titles related to Help Desk Tier 2 jobs in Alabama?

For Help Desk Tier 2 jobs in Alabama, the most frequently searched job titles are:

What job categories do people searching Help Desk Tier 2 jobs in Alabama look for?

The top searched job categories for Help Desk Tier 2 jobs in Alabama are:

What cities in Alabama are hiring for Help Desk Tier 2 jobs?

Cities in Alabama with the most Help Desk Tier 2 job openings:

Help Desk Tier 2 jobs near you
Infographic showing various Help Desk Tier 2 job openings in Alabama as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $43,646 per year, or $21 per hour.

Help Desk Manager

Neumo

Birmingham, AL • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 12 days ago

Job description

Job Summary:

Supports the Revenue Compliance BU to answer Help Desk calls, provide expert triage and manage resolution of customer service tickets.  Maintains communication with customers through outages and service activity.  

Duties and Responsibilities:

  • Manage all Help Desk activity which includes responding to calls from end-user clients, logging service calls, triaging the software issues and closing the tickets whenever possible.
  • Routing the tickets to the appropriate technical resource and maintaining communication with the customers and internal resources throughout the lifecycle of the service event.  
  • Reporting on metrics such as ASA,  Average Time to Respond,  Mean Time to Repair.
  • Manage escalations to managers and technical staff as necessary.  
  • Provide post-event reviews and analysis.  Maintain a knowledge database of service events and their respective solutions for future reference.  
  • Daily performance, staffing, and coaching for Tier 1 & Tier 2
  • Real-time management, coaching interventions, and workload balancing
  • First point of escalation for Tier 1 & Tier 2 agents
  • Partnering with BU SME on complex issues
  • Driving adherence to quality and process standards
  • Drives changes into their teams (improvements in process, systems; introduces new products and customer installations)
  • Performs agent observations, coaching, and interventions (Real-time for immediate impact; Weekly for trends)
  • Administratively oversees team, including attendance, schedule adherence
  • Perform other duties as assigned

Education and Experience:

  • Experience with contact center / help desk is required
  • Experience with tax and business license environment is desired
  • 5-10 Years of experience in Help Desk management is required.

Knowledge, Skills and Abilities:

  • Knowledge of contact center software and processes (e.g., Amazon Connect, Salesforce Service Cloud)
  • Ability to maintain professional and courteous communication with end-user customers

Work Environment:

  • Requires quiet, uninterrupted ability to speak on calls with clients and internal support teams. 

Physical Demands:

  • Must be able to remain in a stationary position for most of the day
  • Constantly operates a computer and other office productivity machinery, such as a printer/copy machine
  • This position needs to occasionally move about inside the office
  • The person in this position frequently communicates via telephone

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.


Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.