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

Collaboration.Ai

Help Desk Specialist

Minneapolis, MN · On-site +1

This is a remote, work from home position. Preferred candidates are located in Eastern Standard ... We build AI-powered solutions for defense, public sector, and regulated industries - SOC 2 and NIST ...

AA2IT

Helo Desk Support

Minneapolis, MN · Remote

$21 - $28.25/hr

Helping them with the initial login and then having them open an active browser. Assisting with a remote connection so the technician can connect and assist with the full setup of the PC. Good ...

AA2IT

Helo Desk Support

Minneapolis, MN · Remote

$21 - $28.25/hr

Helping them with the initial login and then having them open an active browser. Assisting with a remote connection so the technician can connect and assist with the full setup of the PC. Good ...

TEKsystems

FSM Support Specialist

New Brighton, MN · Remote

$30 - $35/hr

... Experience supporting tier II/III ticket and driving resolution, remediation & continuous ... We help clients activate ideas and solutions to take advantage of a new world of opportunity. We ...

Allina Health

$340K - $351K/yr

Remote work flexibility * Minimalhospital call * Ahospital-based clinic settingwith strong ... BLS Tier 2 - Multisource required within 180 Days * Drug Enforcement Agency Certificate upon hire ...

Harris

We're looking for an organized, detail-oriented person who can help move managed-services, cloud ... The role is remote and is for anyone who can work remotely in the US or Canada. What your impact ...

Harris

We're looking for an organized, detail-oriented person who can help move managed-services, cloud ... The role is remote and is for anyone who can work remotely in the US or Canada. What your impact ...

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 ...

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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 Minnesota?

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

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

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

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

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

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

Cities in Minnesota 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 Minnesota as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution.

Help Desk Specialist

Collaboration.Ai

Minneapolis, MN • On-site, Remote

Full-time

Posted 9 days ago

Job description

Who We Are
Collaboration.Ai is a mission-focused, AI-powered software and services company based in Minnesota, with employees, partners, and customers around the world. We unite people, technology, and purpose to accelerate breakthroughs that transform industries, empower communities, and create a more sustainable future. We collaborate with organizations across the defense ecosystem, helping them navigate complex challenges and drive transformative change. To learn more about us, visit collaboration.ai.
Our product lineup:
  • NetworkOS: NetworkOS is an AI-powered platform that aligns people, purpose, ideas, and expertise in real-time, generating actionable insights to propel movements forward.
  • CrowdVector: CrowdVector is an integrated solution marketplace and innovation management platform that rapidly uncovers new ideas and advances breakthroughs to fuel movements.
About the Role
We're looking for a patient, detail-oriented full-time Help Desk Specialist to be the first point of contact for end users of our software and grow into leading our support function as it scales. You'll start hands-on: triaging and resolving 1st-level issues, routing what you can't fix to the right team, and building the self-service content that keeps repeat questions from piling up. This is a brand-new function at Collaboration.Ai, so you'll have real influence over how support is run as we grow it - the tools, the process, and the standards. Because much of our work touches government customers, this role also carries real responsibility for handling customer data and access carefully and securely.
This is a remote, work from home position. Preferred candidates are located in Eastern Standard Time.
What You'll Do
1st-Level Support
  • Provide 1st level support to end users of our software over the channels we agree on, mostly email.
  • Log, triage, and track issues in HubSpot, creating clear internal tickets so the right team picks them up quickly.
Ticketing, Tools & Workflow
  • Own day-to-day use of HubSpot for ticketing and customer email correspondence.
  • Create and track Jira tickets to hand off issues that need engineering, written clearly enough that engineering can act without a lot of back-and-forth.
  • Maintain our Confluence space as the source of truth for support process documentation.
Knowledge Base & Self-Service
  • Build and maintain self-service material for our help center: articles, FAQs, short how-to guides that cut repeat questions.
Cross-Functional Collaboration
  • Work with our product, engineering, and customer success teams to escalate what you can't resolve and feed back what customers keep asking about.
Security & Data Handling
  • Handle customer data and access carefully, following security and privacy practices appropriate to a government context.
Process & Function Building
  • Help define the support process itself as the function grows.
What We're Looking For
Required
  • 5-6 years in a help desk, IT support, or SaaS/technical support role.
  • U.S. citizenship required due to Federal Contract Requirements.
  • Familiarity with HubSpot (or a similar ticketing/CRM platform), Jira (or a similar engineering issue tracker), and Confluence (or a similar wiki/knowledge base tool).
  • Clear written and spoken English - able to explain a technical fix to a non-technical person without making them feel small.
  • Comfortable with ticketing systems and a habit of documenting as you go.
  • Based on the U.S. East Coast, able to work East Coast business hours.
  • Strong communication skills, adjusting tone to whoever you're helping.
  • Patience: repeat questions and frustrated users don't rattle you.
  • Problem-solving: you dig for the root cause instead of just closing the ticket.
  • Security awareness: you understand why careful handling of access and data matters, especially for government customers.
Preferred
  • Hands-on experience specifically with HubSpot Service Hub, Jira, or Confluence (rather than just equivalent tools).
  • Experience supporting software used by public-sector or government customers.
  • Familiarity with writing knowledge base or help center content.
What We Offer
  • The chance to shape a brand-new function from day one, with real influence over tools and process.
  • Work that matters. We build AI-powered solutions for defense, public sector, and regulated industries - SOC 2 and NIST compliance, FedRAMP readiness, and customers whose missions demand the most trustworthy software.
  • AI-native by default. We build with AI, not just for AI. Agentic coding tools (Claude Code/Codex/etc.), agent SDKs and harnesses, MCP servers, and Agent Skills standards are how we work daily. You'll push the boundaries of what AI tooling can do across the full stack.
  • Real ownership. High-autonomy culture. You'll own outcomes end-to-end - and your work will be seen, used, and valued.

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