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Tier 2 Help Desk Support Jobs (NOW HIRING)

VSolvit

DATABASE ADMINISTRATOR

Norco, CA · On-site

$150K - $185K/yr

We are seeking a Tier II Help Desk Support Specialist to provide technical troubleshooting, user testing, and quality assurance for a key defense logistics application. This role requires an ...

RealPage, Inc.

Help Desk Coordinator II

SC · Remote

$17.84 - $30.43/hr

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers. Your expertise will be instrumental in guiding our ...

RealPage, Inc.

Help Desk Coordinator II

SC · Remote

$17.84 - $30.43/hr

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers. Your expertise will be instrumental in guiding our ...

TEKsystems

Help Desk/Deployment SME

Bethesda, MD · On-site

$36.06/hr

Provide advanced Tier 2 support during deployment. * Investigate and resolve complex enrollment issues. * Coordinate with Agency Help Desk leadership. * Develop escalation procedures and support ...

Kforce Inc

Help Desk Support

San Antonio, TX · On-site

Provide Tier 1 and Tier 2 technical support via phone, email, chat, and remote support tools ... help desk, service desk, desktop support, or technical support environment * Experience with ...

TEEMA

Help Desk Specialist II -Tier 2 Support

Orlando, FL · Remote

$52K - $55K/yr

Help Desk Specialist II Task 3: TSD Advanced Support (Tier II) Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote, within commuting distance Rotating shifts, 24x7x365 coverage required ...

TEKsystems

Help Desk/Deployment SME

Bethesda, MD · On-site

$36.06/hr

Skills Tier ii escalation, Help desk support, Help desk, Customer service, Active directory, device deployment, deployment, leadership, project leadership Top Skills Details Tier ii escalation,Help ...

Ábaco Strategy

Tier 1, 2 and 3 Help Desk Support

Fairfax, VA · On-site

$21 - $28.50/hr

... & II IT Help Desk support to end users in a micro processor-based networked environment. • Tier 2: 3-5 years of experience in the aforementioned. • Tier 3: 6+ years of experience in the ...

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Tier 2 Help Desk Support information

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How much do tier 2 help desk support jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for tier 2 help desk support in the United States is $23.15, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $25.96 per hour, depending on experience, location, and employer.

What is a Tier 2 Help Desk Support?

Tier 2 Help Desk Support specialists are IT professionals who handle more complex technical issues that cannot be resolved by Tier 1 support. They possess a higher level of technical expertise and are responsible for troubleshooting, diagnosing, and resolving advanced hardware, software, and network problems. Tier 2 specialists may also escalate issues to Tier 3 or other specialized teams if necessary. They often interact directly with end users, providing in-depth support and ensuring timely resolution of technical incidents.

What are the key skills and qualifications needed to thrive as a Tier 2 Help Desk Support?

To thrive as a Tier 2 Help Desk Support, you need strong troubleshooting skills, in-depth technical knowledge of operating systems and networks, and experience with IT support processes, often backed by an associate's degree or relevant certifications like CompTIA A+ or Microsoft Certified Solutions Associate (MCSA). Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and diagnostic utilities is typically required. Exceptional communication, patience, and problem-solving abilities help you interact effectively with users and collaborate with other IT professionals. These skills ensure timely and accurate resolution of complex technical issues, leading to improved user satisfaction and efficient IT operations.

What are some common challenges faced by Tier 2 Help Desk Support professionals and how can they be addressed?

Tier 2 Help Desk Support professionals frequently encounter complex technical issues that require in-depth troubleshooting beyond the scope of Tier 1 support. A common challenge is balancing the need for timely resolution with the thorough investigation required for more advanced problems. Effective communication with both end-users and escalation teams is essential, as is staying updated on new technologies and internal systems. Building strong documentation habits and leveraging team knowledge bases can help address these challenges and improve overall efficiency.

What is the difference between Tier 2 Help Desk Support vs Tier 1 Help Desk Support?

AspectTier 2 Help Desk SupportTier 1 Help Desk Support
CredentialsBasic certifications like CompTIA A+ often requiredEntry-level certifications or none typically required
Work EnvironmentHandles more complex technical issues, often remotely or on-siteHandles initial customer inquiries, basic troubleshooting
ResponsibilitiesDiagnoses and resolves advanced technical problems, escalates issuesProvides basic support, gathers information, and routes tickets
Common UsageUsed in IT support teams for escalated issuesFirst point of contact for end-users

In summary, Tier 2 Help Desk Support handles more complex technical issues requiring specialized knowledge, while Tier 1 Support focuses on basic troubleshooting and customer service. Both roles are essential in IT support hierarchies, with Tier 2 providing escalation support for Tier 1.

What cities are hiring for Tier 2 Help Desk Support jobs?

Cities with the most Tier 2 Help Desk Support job openings:

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

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

Tier 2 Help Desk Support jobs near you
Infographic showing various Tier 2 Help Desk Support job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $48,154 per year, or $23.2 per hour.

Help Desk Support Technician II

Queens, NY • On-site

THE FORTUNE SOCIETY INC
Executive Offices and Legislative Bodies • 51 - 200 employees
Learn more about THE FORTUNE SOCIETY INCexternal

$30.22 - $32.97/hr

Full-time

Re-posted 10 days ago

Job description

Title: Help Desk Support Technician II
Unit: Information Technology
Reports to: Director of Help Desk Support
Status: Full Time; Regular; Non-Exempt
Salary: $30.22 to $32.97(approximately $55,000 to $60,000 annually)
Location: Long Island City, Queens
Days/Hours: 35 Hour Weekly schedule
Organization Overview:
The Fortune Society, Inc. (Fortune) has been working for over 57 years in service to our mission: to support successful reentry from incarceration and promote alternatives to incarceration, thus strengthening the fabric of our communities. The organization has evolved into one of the nation's preeminent reentry and justice-informed service organizations, providing formerly incarcerated people with the skills and wrap-around services needed to break the cycle of crime and incarceration and to build productive lives in their communities.
Fortune has grown steadily over the years to an agency with close to $90 million in annual budget with just under 600 staff. We anticipate that we will keep growing, both in size and depth of service. Fortune has a dual mission: both advocacy and service. The advocacy portion of our mission focuses on building a more just criminal legal system and reducing the barriers to reentry into society. The service side of Fortune has evolved to encompass a broad range of programs that started with employment and education and now includes a robust array of services, among them: alternatives to incarceration, supervised release, court advocacy, discharge planning within correctional facilities, licensed substance use and mental health treatment, a housing continuum ranging from emergency and transitional through permanent congregate and scattered site housing, assistance in obtaining benefits, a care management unit, HIV services, a food and nutrition program, and an arts program. Each service we provide is informed by the needs of the population we serve. Fortune currently serves approximately 14,000 people a year. Our program models are recognized, both nationally and internationally, for their quality and innovation. We have locations in Brooklyn, The Bronx, Manhattan and Queens.
Position Summary: The Help Desk Support Technician II is a critical member of the IT team, providing advanced technical support and acting as a Tier 2 escalation point for the Help Desk team. This role is responsible for the efficient diagnosis and resolution of complex hardware, software, and network issues. Beyond direct technical support, the technician will also manage IT assets, provide mentorship to junior staff, and collaborate with senior technical teams to ensure seamless IT operations across the organization.
Core Competencies:
Mission and Fit: Embodies Fortune's mission and values and will be an effective member of the team in furthering both. The candidate should exhibit compassion and understanding for our participants (wherever they are in their re-entry process) and embrace Fortune's core value that none of us should be measured against the worst things we have done.
Essential Duties and Responsibilities:
  • Advanced Tier 2 Support: Serve as the primary escalation point for help desk tickets conducting in-depth analysis and advanced troubleshooting to resolve issues that require a higher level of technical expertise.
  • Comprehensive Desktop and Remote Support: Provide timely and effective technical support to end users, utilizing both remote assistance tools and hands-on, in-person methods to diagnose and resolve a wide range of technical problems.
  • Hardware and Software Lifecycle Management: Install, configure, diagnose, troubleshoot, and repair a variety of hardware and related equipment, including PCs, laptops, mobile devices, and printers. This includes managing the entire lifecycle of these assets from deployment to decommissioning.
  • VDI and Application Support: Provide advanced support for the Virtual Desktop Infrastructure (VDI), addressing complex issues related to user profiles, session stability, and application performance within the virtual environment.
  • IT Asset and Inventory Management: Perform meticulous hardware and software inventory tracking and management. This includes maintaining accurate records of all IT assets and managing software licenses to ensure compliance and cost-efficiency.
  • Technical Training and Mentorship: Actively assist in the training and development of staff, particularly junior Help Desk Support team members. Provide guidance on best practices for using computer systems, the VDI, and other network operations.
  • Cross-functional Collaboration: Collaborate closely with systems administrators, network engineers, and application teams to resolve complex, cross-functional issues that cannot be handled by the help desk alone.
  • Documentation and Process Improvement: Proactively contribute to the expansion of the knowledge base by creating detailed technical documentation and standard operating procedures (SOPs). This ensures a consistent approach to troubleshooting and empowers the entire IT team.
  • Project Support: Assist the Director of Help Desk Support with special projects and assigned tasks, including system upgrades, migrations, and infrastructure enhancements.
  • Perform other duties as assigned.

Qualifications:
  • High school diploma or equivalent, Associate's degree in Information Technology preferred;
  • CompTIA A+ required; Network+, Security+, or Microsoft certifications preferred;
  • Minimum 3 years of hands-on experience with workstation support, including operating systems, applications, and hardware support in a 200+ user environment;
  • Minimum 2 years of experience troubleshooting client-side networking and connectivity issues;
  • Strong knowledge of Microsoft environments, Active Directory, TCP/IP networking, and network printing;
  • Experience with Virtual Desktop Infrastructure (VDI) and remote support tools;
  • Strong MS Outlook, MS Office, and enterprise application support skills;
  • Knowledge of antivirus, anti-spyware, and endpoint protection solutions;
  • Proven ability to work effectively in a results-driven, customer service-oriented support team;
  • Excellent communication, organizational, and customer service skills;
  • Ability to multi-task with strong organizational and time management skills;
  • Good self-direction and ability to problem solve and work as a team;
  • A sense of humor.

We seek talented, dedicated individuals from all walks of life who possess a strong commitment to this mission. Relevant personal experience is a plus.
Travel Requirements: - Required to travel to various organizational sites and other locations as needed.
Physical Demands: May require lifting and transporting equipment weighing 50+ pounds.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The responsibilities and requirements listed are representative of the knowledge, skills, minimum education, training, licensing, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
The Fortune Society is an Equal Opportunity Employer. All qualified applicants will be afforded equal employment opportunities without discrimination because of conviction history, race, religion/creed, color, national origin, sex, age, disability, sexual orientation, gender identity, military status, predisposing genetic characteristics, victim of domestic violence status or marital status.

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