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

The Heritage Group

IT Service Desk Analyst

Indianapolis, IN · Remote

$19.50 - $26.75/hr

The Heritage Group IT Helpdesk provides computer support to all the core business units. This ... to Tier II as necessary. Essential Functions * Supports end users via phone and remote support ...

inKind

IT Manager

Austin, IN · On-site +1

$91K - $111K/yr

... help desk workflows * Provide hands-on technical support for in-office and remote employees ... with 1-2+ years in a people or project leadership role * Strong experience supporting a hybrid ...

Harris

Remote Join our mission to help transform healthcare delivery from reactive, episodic care to ... Payment tier increases require 3 months consistency to achieve. There is a $1/encounter incentive ...

InComm Payments

About This Opportunity The Business Systems Analyst II acts as an essential bridge between Finance ... This position is eligible for the Employee Referral Bonus Program- Tier 3 #LI-TL1 #LI-Remote ...

GIA Legacy Planning

$30K - $60K/yr

... helping individuals and families build lasting financial legacies ... Backed by Symmetry Financial Group, we empower our agents with the latest technology, top-tier ...

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Remote Help Desk Tier 2 information

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 Remote Help Desk Tier 2 technicians?

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, and why are they important?

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 are popular job titles related to Remote Help Desk Tier 2 jobs in Indiana? For Remote Help Desk Tier 2 jobs in Indiana, the most frequently searched job titles are:
What job categories do people searching Remote Help Desk Tier 2 jobs in Indiana look for? The top searched job categories for Remote Help Desk Tier 2 jobs in Indiana are:
What cities in Indiana are hiring for Remote Help Desk Tier 2 jobs? Cities in Indiana with the most Remote Help Desk Tier 2 job openings:
Remote Help Desk Tier 2 jobs near you
IT Service Desk Analyst

IT Service Desk Analyst

The Heritage Group

Indianapolis, IN • Remote

$19.50 - $26.75/hr

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

About The Heritage Group

The Heritage Group is a fourth-generation, family-owned business focused on construction and materials, environmental services and specialty chemicals. Over the last 90+ years, the Heritage portfolio has grown to include more than 50 companies that employ more than 6,000 people. What unites this diverse group of businesses and individuals is our commitment to create a safer, more enriching, and sustainable world by harnessing the power of family.


The Heritage Group IT Helpdesk provides computer support to all the core business units. This includes hardware and software issues, connectivity problems, wireless/mobile issues, printing and functionality questions. The IT Service Desk Analyst support is provided remotely via our Bomgar Remote Assistance and over the phone. Customer service, attention to detail, and first call resolution are top priorities at Tier I with escalation to Tier II as necessary.
Essential Functions
  • Supports end users via phone and remote support tools.
  • Supports Microsoft O365 application issues.
  • Supports Microsoft Windows 10 on HP Desktops / Laptops
  • Documents all work done through ServiceNow Ticketing platform
  • Supports wireless connectivity for laptops and mobile devices.
  • Remote support using Bomgar Remote Desktop
  • Support remote connectivity via Cisco VPN client software.
  • Effectively manages time to make sure calls are responded to in timely manner.
  • Escalates calls to appropriate next tier support groups when necessary.
  • Attention to detail in all aspects of handling customer calls.
  • Participates in rotational after-hours support.
  • Image computers and prepares them for the end user deployment as needed.
  • Additional duties and responsibilities as assigned, including but not limited to continuously growing in alignment with the Company's core values, competencies, and skills.

Experience Qualifications
  • Required 1+ years of experience in IT support

Skills and Abilities
  • Knowledge of ServiceNow a plus
  • Knowledge of Bomgar Remote Support a plus
  • Excellent verbal and written communication skills.
  • Proven troubleshooting skills for both computer hardware and software.
  • Ability to work in a self-sufficient and independent manner.
  • Ability to handle multiple assignments including daily tasks and projects.

Licenses and Certifications
  • CompTIA certifications Upon Hire Preferred or
  • Microsoft Certifications Upon Hire Preferred

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

#TheHeritageGroup

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