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Tier 2 Helpdesk Support Jobs (NOW HIRING)

Yulista

Tier 2 Helpdesk Lead

Washington, DC · On-site

The Tier 2 Helpdesk Lead will provide leadership and technical support for the USAidam Helpdesk, serving as the primary escalation point for Identity and Access Management (IdAM) issues that cannot ...

Leidos

Sr. Tier 2 Helpdesk Specialist

Fort Belvoir, VA · On-site

$82K - $149K/yr

Leidos is seeking an Sr. T ier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract in Fort Belvoir, VA. The I3TS program provides enterprise ...

SofTec Solutions

Tier II Support

Englewood, CO · On-site

We are seeking a Tier II Support Specialist for a contract opportunity in Englewood, CO. Candidates ... Candidates who have critical thinking abilities, want to enable business and help customers achieve ...

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Tier 2 Helpdesk Support information

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How much do tier 2 helpdesk support jobs pay per hour?

As of Aug 27, 2026, the average hourly pay for tier 2 helpdesk 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 Helpdesk Support specialist?

Tier 2 Helpdesk Support specialists are IT professionals who handle technical issues that are more complex than those resolved by Tier 1 support. They assist users by troubleshooting and solving problems related to hardware, software, and network systems that require deeper technical knowledge. Tier 2 staff often work with escalated tickets and may work directly with engineers or other technical teams to resolve persistent or advanced issues. Their goal is to ensure users experience minimal downtime and to provide solutions that Tier 1 support cannot address.

What types of technical issues does a Tier 2 Helpdesk Support specialist typically handle, and how do they differ from Tier 1 tasks?

Tier 2 Helpdesk Support specialists are responsible for resolving more complex technical problems that Tier 1 could not solve, such as advanced software troubleshooting, network connectivity issues, or specialized application support. Unlike Tier 1, which focuses on basic troubleshooting and password resets, Tier 2 professionals often collaborate with other IT teams and may need to analyze logs, replicate issues, or escalate even more complex cases to Tier 3. This role offers opportunities to deepen technical expertise and develop problem-solving skills, making it a valuable stepping stone for career advancement within IT support.

What are the key skills and qualifications needed to thrive as a Tier 2 Helpdesk Support specialist, and why are they important?

To thrive as a Tier 2 Helpdesk Support specialist, you need in-depth technical knowledge of operating systems, networking, and troubleshooting methods, often supported by relevant IT certifications such as CompTIA A+ or Microsoft Certified IT Professional. Familiarity with ticketing systems like ServiceNow, remote desktop tools, and diagnostic utilities is typically required. Strong problem-solving, communication, and customer service skills set exceptional professionals apart in this role. These skills are crucial for efficiently resolving escalated technical issues and ensuring a positive user experience.

What is the difference between Tier 2 Helpdesk Support vs Tier 1 Helpdesk Support?

AspectTier 2 Helpdesk SupportTier 1 Helpdesk Support
ResponsibilitiesAdvanced troubleshooting, issue escalation, technical diagnosticsBasic user support, password resets, initial issue logging
Skills & CertificationsNetworking, operating systems, technical certifications (e.g., CompTIA A+)Customer service, basic troubleshooting skills
Work EnvironmentSupport teams, technical environments, remote and on-siteHelpdesk or call center, remote support
Common UsageHandling complex issues, escalation pointFirst point of contact, initial support

In summary, Tier 2 Helpdesk Support handles more complex technical issues requiring specialized knowledge, while Tier 1 focuses on basic user support and initial troubleshooting. Both roles are essential in a support hierarchy, with Tier 2 providing advanced assistance beyond Tier 1's scope.

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Tier 2 Helpdesk Support jobs near you

Tier 2 Helpdesk Lead

R3 Management Services

Washington, DC • On-site

Full-time

Posted 8 days ago

Job description

Tier 2 Helpdesk Lead

Position Summary:

The Tier 2 Helpdesk Lead owns day-to-day operation of the USAidam Helpdesk, providing elevated support for identity governance, authentication, and access issues that Tier 1 (TechOne/District IT) is unable to resolve, and ensures timely, well-documented ticket resolution consistent with OCIO EOPS-defined SLAs.

Key Responsibilities

  • Manage assignment, triage, and resolution tracking of Tier 2 tickets across USAidgov, USAlogin, and USApriv
  • Ensure timely user responses per SLAs defined by OCIO EOPS in the EOUSA ticketing system
  • Ensure resolutions are properly documented and annotated prior to ticket closure
  • Identify and escalate rising or recurring issues to the Project Manager and Government PMs
  • Supervise/coordinate USAidam Helpdesk Support staff (0.5 FTE) in day-to-day operations
  • Maintain and update Job Aids, FAQs, and other end-user training/support materials
  • Support onboarding/troubleshooting for application owners integrating with USAlogin/USAidgov
  • Assist with user access issue troubleshooting stemming from Okta/SailPoint integrations

Minimum Qualifications

  • 3–5+ years of Tier 2/escalated helpdesk or IT support experience, ideally in an IAM environment
  • Working knowledge of SailPoint IdentityIQ and/or Okta IDaaS user support functions
  • Experience with ITSM/ticketing platforms and SLA-based service delivery
  • Strong customer service, documentation, and communication skills
  • Must be employed by a U.S.-based company with support services local to Washington, DC, and be available to all places of performance, including travel at no additional charge to the Government
  • Must possess, or be able to obtain, a Federal Government background check/clearance at the Secret level