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Remote Help Desk Tier 2 Jobs in California (NOW HIRING)

Shield

Service Desk Manager - Tier II

Anaheim, CA · On-site +1

$93K - $108K/yr

IronOrbit - Remote Compensation: $93,600 - $108,160 / year Description IronOrbit is seeking a Tier II Service Desk Manager to lead our Tier II support team as part of our Managed Services ...

Qcells

IT Help Desk Lead

Irvine, CA · On-site +1

$106K - $117K/yr

Own Tier 1 ticketing and desktop support for all U.S. offices, including remote IT support ... Zone 2 (CA, NJ, NY): $98,000 - $107,800 * Zone 3 (All Others): $89,100 - $98,000 The applicable ...

Qcells

IT Help Desk Lead

San Francisco, CA · On-site +1

$106K - $117K/yr

Own Tier 1 ticketing and desktop support for all U.S. offices, including remote IT support ... Zone 2 (CA, NJ, NY): $98,000 - $107,800 * Zone 3 (All Others): $89,100 - $98,000 The applicable ...

Mendocino Farms

IT HELP DESK TECHNICIAN

El Segundo, CA · On-site +1

$50K - $68K/yr

Perform remote diagnostics and in-person support as needed (store visits, technology installations ... Qualifications & Skills Must-Haves: * 1-2 years of IT support/help desk experience (ideally in a ...

Viasat, Inc.

Service Delivery Tier 2 Rep

Carlsbad, CA · On-site +1

$78K - $117K/yr

For more than 35 years, Viasat has helped shape how consumers, businesses, governments and ... Tier 2 resolves higher-complexity cases end-to-end within their region while shaping scalable ...

Red Cup IT, Inc.

MSP Service Desk & Support

Los Angeles, CA · On-site +1

$21.50 - $29/hr

We are looking for an MSP Service Desk & Support who is responsible for providing first- and second ... Troubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely manner * Escalate complex ...

Red Cup IT Inc

MSP Service Desk & Support

Los Angeles, CA · On-site +1

$21.50 - $29/hr

We are looking for an MSP Service Desk & Support who is responsible for providing first- and second ... Troubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely manner * Escalate complex ...

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Remote Help Desk Tier 2 information

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.

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

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

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

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

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

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

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

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

Remote Help Desk Tier 2 jobs near you
Infographic showing various Remote Help Desk Tier 2 job openings in California as of August 2026, with employment types broken down into 63% Full Time, 21% Part Time, 5% Temporary, and 11% Contract. Highlights an 100% Remote job distribution.

Service Desk Manager - Tier II

Shield

Anaheim, CA • On-site, Remote

$93K - $108K/yr

Full-time

Re-posted 23 days ago

Job description

Service Desk Manager - Tier II
Department: Managed Services
Employment Type: Full Time
Location: IronOrbit - Remote
Compensation: $93,600 - $108,160 / year
Description
IronOrbit is seeking a Tier II Service Desk Manager to lead our Tier II support team as part of our Managed Services organization. This role combines hands on technical leadership, team management, and ITIL based incident and problem management to ensure timely issue resolution, strong service continuity, and an exceptional customer experience.
The Tier II Service Desk Manager will be responsible for the day to day leadership and performance of the Tier II team, ensuring escalated technical issues are resolved effectively and service expectations are consistently met. This individual will serve as a technical subject matter expert and escalation resource for the team, bringing strong hands on experience across Active Directory, server environments, desktops, and related infrastructure technologies.
In addition to leading Tier II operations, this role will have a strong focus on incident and problem management. The Manager will use service desk data, ticket trends, and recurring incidents to identify broader problems within customer environments and drive those issues toward permanent resolution. This includes coordinating root cause analysis, identifying opportunities for proactive remediation, and ensuring recurring issues are addressed rather than repeatedly resolved at the incident level.
The Tier II Service Desk Manager will work closely with Senior Service Managers, Customer Success Managers, and other technical teams to manage escalations, address service impacts, and maintain clear ownership and communication throughout the resolution process. This individual will also play an important role in continually improving support processes, service quality, and overall operational performance.
Key Responsibilities
  • Lead, mentor, and inspire a geographically distributed Tier II and Incident and Problem Management-focused team, fostering accountability, quality, and a positive, collaborative environment.
  • Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones.
  • Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs.
  • Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions.
  • Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts.
  • Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption.
  • Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager.
  • Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams.
  • Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction.

Skills, Knowledge & Expertise
  • 3+ years in an IT support or service management leadership role (MSP experience highly preferred).
  • Demonstrated success leading remote and distributed teams, including setting goals, providing feedback, and driving engagement in virtual environments.
  • Strong technical background in Windows Server (2016/2019/2022), networking (Cisco, Sophos, SonicWall), cloud platforms (Microsoft 365, Google Workspace, Azure AD), and remote troubleshooting.
  • Proven ability to lead distributed/remote teams effectively.
  • Excellent written and verbal communication skills, with an emphasis on clarity and inclusivity in virtual settings.
  • Experience with ITSM tools and incident/problem management processes.
  • Experience with endpoint and device management tools (Microsoft Intune, Datto RMM, CrowdStrike Falcon, JAMF Pro, Apple Business Manager).
  • Familiarity with virtualization and VDI platforms (VMware Horizon, Citrix, Hyper-V).
  • Ability to coordinate effectively with after-hours and overnight teams.

Preferred:
  • ITIL certification or equivalent process knowledge.
  • Experience managing cross-time-zone teams and facilitating virtual collaboration.
  • Familiarity with MSP performance metrics, SLA reporting, and continual service improvement.
  • Knowledge of compliance frameworks (ISO 27001, PCI, SOC2).
  • Experience with backup/recovery (Veeam), MFA (Duo, Microsoft), and security monitoring (NIDS, DLP).

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