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Service Desk Tier 2 Jobs (NOW HIRING)

ClearanceJobs

Service Desk Tier 2

Washington, DC · On-site

Service Desk Tier 2 Tech Support The Service Desk Tier 2 Tech Support shall be responsible for IT problems or requests that cannot be resolved at the Service Desk Tier 1 level. Tier 2 technicians ...

ClearanceJobs

Service Desk Tier 2

Fort Worth, TX · On-site

Service Desk Tier 2 Tech Support Summary: The Service Desk Tier 2 Tech Support shall be responsible for IT problems or requests that cannot be resolved at the Service Desk Tier 1 level. Tier 2 ...

Hill Tech Solutions

Service Desk Tier 2

Bel Air, MD · On-site

Position Overview Hill Tech Solutions is seeking a skilled and customer-focused Service Desk Technician Tier 2 to provide advanced technical support for our managed services clients. This role serves ...

Beyond SOF

Service Desk Tier 2 (TS/SCI)

Reston, VA · On-site

Service Desk Tier 2 (TS/SCI) * Reston, VA, USA * Full-time * Clearance: Top Secret/SCI * Must be 8570 compliant * Good communication skills and the ability to work in a high paced environment

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT Related) via the ...

Plymouth Place

Help Desk Tier 2

La Grange Park, IL · On-site

$22.50/hr

PEOPLE STEWARDSHIP SERVICE QUALITY GROWTH Learn about Plymouth Place Benefit Packet offered to all ... Tier 2 Help Desk Technician · Security+ Certification · ITIL Foundation Certification · A ...

Plymouth Place, Inc.

Help Desk Tier 2

La Grange Park, IL · On-site

$22.50/hr

PEOPLE STEWARDSHIP SERVICE QUALITY GROWTH Learn about Plymouth Place Benefit Packet offered to all ... Tier 2 Help Desk Technician • Security+ Certification • ITIL Foundation Certification • A ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT Related) via the ...

Sharp Solutions, Inc.

Tier 2 Service Desk L2

Reston, VA · On-site

$21.25 - $29.25/hr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT Related) via the ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Reston, VA · On-site

$21.25 - $29.25/hr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT Related) via the ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Reston, VA · On-site

$21.25 - $29.25/hr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT Related) via the ...

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How much do service desk tier 2 jobs pay per hour?

As of Sep 10, 2026, the average hourly pay for service desk tier 2 in the United States is $23.89, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $26.92 per hour, depending on experience, location, and employer.

What are the roles and responsibilities of a Service Desk Tier 2?

Service Desk Tier 2 professionals handle more complex technical issues that cannot be resolved by Tier 1 support. They troubleshoot and resolve escalated incidents, provide in-depth technical guidance, and may work directly with end-users or coordinate with other IT teams. Their responsibilities often include diagnosing hardware and software problems, performing system maintenance, and sometimes assisting with system upgrades or deployments. Tier 2 staff are expected to have a deeper understanding of IT systems and may also document solutions for future reference. They play a crucial role in maintaining smooth IT operations within organizations.

How does a Service Desk Tier 2 typically interact with Tier 1 support and other IT teams?

As a Service Desk Tier 2 professional, you'll regularly collaborate with Tier 1 support by handling escalated technical issues that require deeper troubleshooting or specialized knowledge. You may also work closely with infrastructure, network, or application teams when resolving more complex incidents. Effective communication and clear documentation are essential, as you'll often need to update Tier 1 on resolutions or provide guidance for future similar cases. This collaborative environment not only enhances problem-solving but also offers exposure to broader IT operations, supporting your professional growth.

What are the key skills and qualifications needed to thrive as a Service Desk Tier 2, and why are they important?

To thrive as a Service Desk Tier 2 professional, you need strong technical troubleshooting skills, in-depth knowledge of operating systems, networking, and common enterprise software, often backed by certifications like CompTIA A+ or Microsoft Certified: Modern Desktop Administrator. Familiarity with ticketing systems such as ServiceNow or Jira, remote desktop tools, and basic scripting languages is typically required. Excellent communication, patience, and problem-solving abilities are soft skills that help in resolving user issues efficiently and maintaining positive client relationships. These skills and qualities are crucial for delivering timely and effective support, minimizing downtime, and ensuring user satisfaction.

What is the difference between Service Desk Tier 2 vs Service Desk Tier 1?

AspectService Desk Tier 2Service Desk Tier 1
ResponsibilitiesHandles escalated issues, advanced troubleshooting, and complex technical problemsProvides initial support, basic troubleshooting, and issue logging
Required SkillsTechnical knowledge, problem-solving, customer service skillsBasic technical understanding, communication skills
CertificationsCompTIA A+, Network+ often preferredCompTIA A+ typically sufficient
Work EnvironmentSupport teams, technical escalation pointsFrontline support, help desk

Service Desk Tier 2 professionals handle more complex issues and escalated tickets, requiring advanced technical skills and certifications. Tier 1 staff focus on initial customer contact and basic troubleshooting. The two tiers work together to ensure efficient IT support and customer satisfaction.

What cities are hiring for Service Desk Tier 2 jobs?

Cities with the most Service Desk Tier 2 job openings:

What states have the most Service Desk Tier 2 jobs?

States with the most job openings for Service Desk Tier 2 jobs include:

What are popular job titles related to Service Desk Tier 2 jobs?

For Service Desk Tier 2 jobs, the most frequently searched job titles are:

Infographic showing various Service Desk Tier 2 job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 18% Part Time, and 2% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $49,688 per year, or $23.9 per hour.

Service Desk Tier 2

Washington, DC • On-site

The Tatitlek Corporation
IT Services • 501 - 1,000 employees
Learn more about The Tatitlek Corporationexternal

Other

Re-posted 5 days ago

Job description

Service Desk Tier 2 Tech Support

The Service Desk Tier 2 Tech Support shall be responsible for IT problems or requests that cannot be resolved at the Service Desk Tier 1 level. Tier 2 technicians shall be responsible for responding to and resolving "IT" Service Desk tickets on a timely manner. The persons assigned to this function will work directly with end users either remotely or at the customer's location until the incident or request is resolved. The contractor filling this position shall also be able to perform all duties and responsibilities at the Service Desk Tier 1 position level.

Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues. Ask probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor. If the incidents or problems are identified as major and require a code or configuration change, the Tier 2 Support team routes the ticket to the Tier 3 Support team.

General understanding and knowledge of the Microsoft computing environment. At least 2 years of experience or more with resolving and recording software and hardware customer incidents and requests. At least 2 years of experience with effectively analyzing, troubleshooting, researching, resolving tracking, documenting and when necessary escalating customer incidents and requests to the appropriate office or staff member using a ticketing database (Remedy). At least 2 years working knowledge of and experience with PCs, laptops, tablets, peripherals, and related hardware technologies; Microsoft Windows XP, Windows 7, Windows 10 Operating System, the latest version of Microsoft Office and a host of other commonly used software. CompTia Network+, or A+ is required, Network+ preferred for this position.

Must possess a good understanding of basic networking technologies; e-mail systems, remote desktop applications, desktop applications, IT troubleshooting techniques, and shall possesses good written and oral communication skills.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system.

None.

As a condition of employment, must pass a pre-employment drug screening, as well as have acceptable reference and background check results. As an equal opportunity employer, The Tatitlek Corporation recognizes that our strength lies in our people. Discrimination and all unlawful harassment, including sexual harassment, in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment. We support and obey laws that prohibit discrimination everywhere we do business.

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