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

OneOncology

Service Desk Technician II

Nashville, TN · On-site +1

Our team is bringing together leaders to the market place to help drive OneOncology's mission and ... This is a full-time remote role. While we're hiring remotely, candidates in the Nashville, TN ...

New

Sharp Electronics

National Help Desk Engineer

Kingsport, TN · On-site +1

$60K - $70K/yr

Overview The National Helpdesk Engineer II is responsible for providing Tier 3 helpdesk end-user ... At least 7 years' experience in a remote technical support role * Current related Microsoft Azure ...

Fourteen Foods

A minimum of 3 years working in a help desk environment. * Tech savvy with working knowledge of office automation production, databases, and remote control. * Good understanding of computer systems ...

New

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 ...

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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.

Service Desk Technician II

Nashville, TN • On-site, Remote

OneOncology
Health Care and Social Assistance • 1 - 5K employees

7.9

Company rating: 7.9 out of 10

Based on 18 frontline employees who took The Breakroom Quiz

People enjoy working here

Good employer

Recommended by parents

Learn more about OneOncologyexternal

Full-time

Posted 2 days ago

New

Job description

OneOncology is positioning community oncologists to drive the future of medical care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer and other diseases. Our team is bringing together leaders to the market place to help drive OneOncology's mission and vision.

Why join us? This is an exciting time to join OneOncology. Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, urology, technology, and finance. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of independent physicians and the patients they serve.

Job Description:

The Service Desk at OneOncology serves as the primary point of contact for all technology-related issues, responding to end-user incidents and service requests while acting as a key liaison between customers and the Technology organization. This role represents the IT team to internal stakeholders and contributes to the ongoing improvement and development of the Service Desk.

The Service Desk Technician IIresolvesTier 1 tickets, manages escalations, and contributes to service improvements. The ideal candidate operates independently on moderately complex issues, demonstrates strong situational awareness, and maintains a consistently professional demeanor in all interactions. A coachable mindset is essential, enabling continuous growth in technical knowledge, processes, and overall career development.

This is a full-time remote role. While we're hiring remotely, candidates in the Nashville, TN areawillworkin a hybrid capacity from our headquarters.

Responsibilities:

  • Resolve Tier 1 incidents and service requests independently, including software, hardware, network, and account issues.

  • Act as a resource for Service Desk Technician I team members, promoting knowledge sharing, process adherence, and continuous improvement.

  • Perform advanced diagnosis and root-cause analysis on recurring issues; contribute to problem records.

  • Provide excellent customer service through both incoming phone calls and the ticketing system to our internal user base.

  • Ensure timely ticket response and resolution against defined SLA and CSAT targets.

  • Triage and escalate customer issues to Tier 2 or Tier 3 teams as necessary, with complete documentation and clear hand-off notes.

  • Maintain accurate documentation, troubleshooting guides, and knowledge base articles for both technicians and end users.

  • Participate in hardware& softwaresetup, onboarding, and offboarding for new and departing OneOncology users.

  • Inventory and Asset Management duties as needed.

  • Participate in 24x7 on-call support rotation.

  • Occasional travel, if needed.

  • Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

Required or Preferred Qualifications (specify within):

  • Proven experience resolving Tier 1 tickets in an enterprise or MSP environment.

  • Strong troubleshooting and diagnostic skills across Windows, Microsoft 365, Active Directory, and remote support tools.

  • Strong written and verbal communication skills, with the ability to effectively influence and engage stakeholders in a highly remote and phone-intensive work environment.

  • Ability to work independently on complex issues while collaborating effectively with peers and other IT teams.

  • Understanding of ITSM concepts including incident, request, and escalation processes.

  • Ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or Service Desk resource availability is low.

  • Experience with the following areasisa plus: ServiceNow, SSO, Okta, Office Applications, and Zoom Contact Center.

Essential Competencies:

  • High school diploma or GED required; college degree in a relevant field is preferred.

  • 1-3 or more years of recent experience in technology, service desk, or helpdesk support.

  • Experience supporting enterprise environments strongly preferred.

  • Healthcare related experience a plus.

  • Certifications such as A+, Network+, or ITIL Foundation preferred; education and/or demonstrated experience may be substituted.

  • Attendance is an essential job function.

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