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

University of Rochester

$21.78 - $30.53/hr

Provides phone, remote, and chat support for a large customer base whose business functions rely ... Assists with onboarding process and training of new Service Desk team members and provides team ...

kgs

Front Desk Security

Nashville, TN

$15.50 - $18.75/hr

Support the development and continuous improvement of remote security desk procedures and standard ... preferred. * 2+ years of experience in security, law enforcement, military, or a related field.

kgs

Front Desk Security

Nashville, TN

$15.50 - $18.75/hr

Support the development and continuous improvement of remote security desk procedures and standard ... preferred. * 2+ years of experience in security, law enforcement, military, or a related field.

kgs

AWS Connect Admin

Nashville, TN · Remote

$17.50 - $24/hr

This position is Remote. We offer competitive compensation and an extraordinary benefits package ... Provide Tier 2 and Tier 3 platform support to call center staff, supervisors, and end users ...

kgs

AWS Connect Admin

Nashville, TN · Remote

$17.50 - $24/hr

This position is Remote. We offer competitive compensation and an extraordinary benefits package ... Provide Tier 2 and Tier 3 platform support to call center staff, supervisors, and end users ...

Lumen Technologies

Account Manager II- Desk Based Sales

TN · Remote

$50K - $67K/yr

If you're ready to take ownership, deliver meaningful impact, and help shape the future of AIready ... Benefits Bonus Structure #LI-Remote Requisition #: 342903 Life at Lumen Life at Lumen is human and ...

kgs

ServiceNow Administrator

Nashville, TN · Remote

Provide Tier 2 platform support to call center staff and end users, troubleshooting and resolving ... desk, or IT managed services program. * Experience working in a fully remote IT service delivery ...

kgs

ServiceNow Administrator

Nashville, TN · Remote

Provide Tier 2 platform support to call center staff and end users, troubleshooting and resolving ... desk, or IT managed services program. * Experience working in a fully remote IT service delivery ...

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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 popular job titles related to Remote Help Desk Tier 2 jobs in Tennessee?

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

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

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

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

Cities in Tennessee 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 Tennessee as of August 2026, with employment types broken down into 75% Full Time, and 25% Part Time. Highlights an 100% Remote job distribution.

National Help Desk Specialist

Sharp Electronics

Kingsport, TN • On-site, Remote

Full-time

Medical, Dental, Vision, Life, Retirement

Re-posted 4 days ago

Job description

Overview

The National Helpdesk Specialist is responsible for providing Tier 2 helpdesk end-user support for small to enterprise-sized clients with complex issues in various Microsoft products, as well as other technical hardware and software issues. Additional duties include diagnosing and resolving technical issues over the phone by using advanced remote management tools or on-site and logging tickets into our ticketing database to track time and facilitate tactical report generation.

Responsibilities
  • Answer calls and create tickets to resolve or escalate
  • Monitor Backup offerings and escalate alerts
  • Reconcile licensing for National Helpdesk offerings
  • Troubleshoot, monitor, and maintain client computers and desktop applications
  • Support current Windows operating systems
  • Maintaining and troubleshooting LAN/WAN networks
  • Maintaining and troubleshooting Microsoft Windows Servers
  • Troubleshooting Microsoft Azure technologies
  • Provide additional technical guidance and assistance to the customer base on a day-to-day basis as needed
  • Support current Microsoft Office Suites
  • Escalate unresolved issues to the appropriate internal channel
  • Desktop imaging and building for customers
  • Must be motivated and work well in a team environment
  • Excellent customer service skills
  • Excellent communication skills, including the ability to translate complex technical terms and concepts into layman's terms
  • Some weekend work may be required on occasion, so must have the ability to occasionally work remotely updating servers
Position Specifications
  • 3 to 5 years experience in a technical support role
  • Current Microsoft Desktop Certification is highly preferred. Excellent communication skills required
  • Experience with current Windows operating systems required
  • Ability to remotely configure Smartphones to various email systems preferred
  • Experience with local and network printers preferred
  • Basic administration of Windows servers preferred
  • LAN/WAN and basic network troubleshooting and problem-solving on switches, routers, and firewalls preferred
  • Familiarity with email server and spam filtering technology preferred
  • Must have exceptional communications skills
  • Must be energetic, self-motivated, and work well in a team environment
  • Ability to work remotely and/or onsite as needed
  • Has worked for more than 2 years in Business environments in a hands-on IT role
  • Network-based Storage Technology (SAN) experience is a plus
About Sharp Business Systems

Sharp Business Systems (SBS) is a direct sales division of Sharp Electronics Corporation, the U.S. based subsidiary of Japan's Sharp Corporation. With the strategic solutions set that make up the Simply Smarter Office, Sharp Electronics is viewed as a leading provider of innovative technologies and services ranging from its highly acclaimed AQUOS interactive display panels and portfolio of multifunctional printers, to a proven suite of advanced workflow and managed IT services. 

 Employee Perks 
  • Comprehensive, family-friendly healthcare plans (medical, dental, vision).
  • 401k retirement plan with a competitive match and plenty of financial support tools.
  • Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support.  Financial protection for you and your family (life insurance and disability insurance)
  • Rewarding and holistic wellness program.
  • Training, professional development, and mentorship
  • Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
  • Dynamic culture eager to innovate, enhance diversity, and work smarter

Apply