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Remote Help Desk Tier 2 Jobs (NOW HIRING)

Terrestris LLC

Remote Help Desk Specialist

We are seeking a Temporary Remote Help Desk Specialist to support the Internal Revenue Service (IRS ... 2 years of IT help desk support * Skillset to troubleshoot and resolve end-user hardware and ...

Sparibis

Help Desk- Tier I

Orlando, FL · On-site +1

$19.25 - $26.25/hr

Location: 100% Remote. This is a United States based position, and candidates must reside in the ... Must have Tier 1 help desk experience. * ServiceNow experience. Responsibilities * Provide Tier 1 ...

InstantServe LLC

Help Desk Analyst

$21 - $28.75/hr

Remote - Must be local to Colorado Duration: 04/01/2026 - 08/31/2026 Schedule: Monday-Friday | 8:00 AM - 5:00 PM MST Job Summary The Help Desk Analyst will provide Tier I and Tier II technical ...

TEKsystems

Help Desk Analyst

Seneca Falls, NY · Remote

$20 - $23/hr

Key Responsibilities Provide Tier 1-2 support for Windows 10/11 operating systems, including break-fix troubleshooting and remote assistance. Respond to help desk calls, document issues in the ...

TEKsystems

Help Desk Analyst

Seneca Falls, NY · Remote

$20 - $23/hr

Key Responsibilities Provide Tier 1-2 support for Windows 10/11 operating systems, including break-fix troubleshooting and remote assistance. Respond to help desk calls, document issues in the ...

Senture

Help Desk Call Center Representative

$18 - $23/hr

This position is fully remote (work from home). Important: You must complete assessments ... Provide general policy information as supplied by business owners and Tier 2 systems. * Offer ...

Senture

Help Desk Call Center Representative

$17.50 - $22.50/hr

This position is fully remote (work from home). Important: You must complete assessments ... Provide general policy information as supplied by business owners and Tier 2 systems. * Offer ...

RealPage, Inc.

Help Desk Coordinator II

SC · Remote

$17.84 - $30.43/hr

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ... to Tier III for additional assistance. * Conduct remote troubleshooting for network-related ...

RealPage, Inc.

Help Desk Coordinator II

SC · On-site +1

$17.84 - $30.43/hr

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ... to Tier III for additional assistance. * Conduct remote troubleshooting for network-related ...

RealPage, Inc.

Help Desk Coordinator II

SC · Remote

$17.84 - $30.43/hr

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ... to Tier III for additional assistance. * Conduct remote troubleshooting for network-related ...

Mondo

IT Help Desk Manager

Glenside, PA · Remote

$35 - $44/hr

... Tier 2/3 escalation point for complex incidents across hardware, software, networking, and ... remote support for desktops, laptops, mobile devices, printers, and peripheral hardware and ...

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Remote Help Desk Tier 2 information

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

As of Aug 4, 2026, the average hourly pay for remote help desk 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 the difference between Remote Help Desk Tier 2 vs Remote Support Specialist?

AspectRemote Help Desk Tier 2Remote Support Specialist
CertificationsCompTIA A+, Network+CompTIA A+, Microsoft Certified
Work EnvironmentHelp desk, technical support teamsCustomer support, technical troubleshooting
Industry UsageIT services, tech companiesIT, telecommunications, software firms

Remote Help Desk Tier 2 focuses on resolving escalated technical issues, often requiring deeper technical knowledge and certifications. Remote Support Specialists provide technical assistance to customers, often across various industries. While both roles involve remote troubleshooting, Tier 2 technicians handle more complex problems within IT support teams, whereas Support Specialists may have broader customer service responsibilities.

What is a remote help desk tier 2?

Remote Help Desk Tier 2 technicians are IT professionals who provide advanced technical support to users experiencing issues with hardware, software, or network systems. Unlike Tier 1, which handles basic troubleshooting, Tier 2 technicians address more complex problems that require in-depth knowledge and may involve remote diagnostics or system configuration. They often work with end users via phone, chat, or remote desktop tools, and may escalate issues to Tier 3 if necessary. Their goal is to resolve technical incidents efficiently while ensuring user satisfaction.

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

To thrive as a Remote Help Desk Tier 2, you need advanced troubleshooting skills, strong knowledge of operating systems, networks, and common enterprise software, typically supported by experience in IT support and relevant certifications like CompTIA A+ or Microsoft certifications. Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and diagnostic utilities is essential. Excellent communication, patience, and problem-solving skills help you effectively resolve issues and support end-users remotely. These skills are crucial for ensuring timely issue resolution, minimizing downtime, and maintaining user satisfaction in a distributed work environment.

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

Remote Help Desk Tier 2 technicians often encounter challenges such as troubleshooting complex technical issues without physical access to devices, managing multiple support tickets simultaneously, and effectively communicating solutions to users with varying technical backgrounds. To manage these challenges, it's important to develop strong problem-solving skills, maintain clear documentation, and leverage remote diagnostic tools. Regular collaboration with Tier 1 and Tier 3 teams also helps ensure efficient resolution of escalated issues and continuous learning.
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Remote Help Desk Tier 2 jobs near you

Tier 2 Help Desk Technician - Clearance Required

LMI

Remote

$85K - $120K/yr

Other

Posted 2 days ago

New

Job description

Overview
LMI is seeking a skilled ATIS Help Desk Technician to provide Tier 2 and Tier 3 technical support for applications within the Army Training Information System (ATIS). This role is ideal for individuals with strong problem-solving skills and a passion for delivering high-quality customer service while supporting mission-critical applications for the U.S. Army. The successful candidate will also be able to support manual testing and support transition to automated testing for all of ATIS. A Secret clearance is required.
LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.
Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors-helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.
Responsibilities
  • Provide Tier 2 and Tier 3 technical support for users via phone, email, and ticketing systems.
  • Troubleshoot application, network, and system-related issues, escalating unresolved problems as necessary.
  • Assist users with login issues, password resets, and account management.
  • Document reported issues and resolutions in the ticketing system to support knowledge management.
  • Develop and maintain help desk workflows and management SOPs.
  • Create, manage, and resolve support tickets using Gitlab and other ticketing systems.
  • Conduct user training sessions and develop instructional materials on features and best practices.
  • Collaborate with developers, system administrators, and cybersecurity teams to resolve recurring issues and improve system functionality.
  • Ensure compliance with security protocols, policies, and guidelines related to ATIS operations.
  • Participate in system updates, testing, and implementation efforts to minimize service disruptions.
  • Support manual testing for ATIS applications.
  • Integrate with the ART to collaborate with other testers in support of on-call ATIS Test Surge requirements.
  • Support the transition to automated testing for ATIS software delivery.

Qualifications
Required Qualifications
  • 3+ years of experience in a help desk Tier 2 or Tier 3 capacity or related technical support role.
  • Strong troubleshooting skills and ability to communicate technical concepts to non-technical users.
  • Ability to diagnose functional issues and understand underlying system workflows.
  • Understanding of Army Training Doctrine, including FM 7-0 and unit training management principles.
  • Demonstrated Ability to work independently, prioritize tasks, and manage multiple support requests efficiently.
  • Secret clearance required.

Preferred Qualifications
  • Practical experience with the Army Training Information System (ATIS)
  • Prior military or civilian experience supporting Training Management functions.
  • Familiarity with ServiceNow or similar ticketing systems.
  • Possess applicable DoD 8140 foundational qualification through education, training, or certification.
  • SAFe Agile certification.

Travel Requirements:
  • Occasional travel required (e.g., quarterly for PI Planning, technical syncs, and major delivery milestones).

The target salary range for this position is $85,000-$120,000.
The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.
Job Locations
US-Remote

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