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Tier 2 Helpdesk Support Jobs (NOW HIRING)

Prosum

Helpdesk Support

Los Angeles, CA · On-site

$55K - $69K/yr

Helpdesk Support Downtown Los Angeles. CA Salary Range: $55k to $69k Job Summary The Customer ... Escalate complex issues to tier 2 technicians or other departments as needed. * Maintain a high ...

KeenLogic

Tier II Help Desk

Alexandria, VA · On-site

$22 - $30/hr

KeenLogic is seeking a self-motivated and driven Tier II Help Desk Analyst with the ability to work ... The successful candidate will be responsible for deskside support of an environment composed Intel ...

Prosum Inc.

Helpdesk Support (Nashville)

Nashville, TN · On-site

$55K - $69K/yr

Helpdesk Support Location: Nashville, TN Salary Range: $55k to $69k Job Summary The Customer ... Escalate complex issues to tier 2 technicians or other departments as needed. * Maintain a high ...

SCS Engineers

IT Support II

Tampa, FL · On-site

$26 - $30/hr

SCS is looking for someone for an IT Support II position that will provide advanced Tier 2 helpdesk support to in-house users as a technical lead with deep knowledge of automation, endpoint ...

CubX Inc.

IT Support Engineer (Tier 2) - AZ

Phoenix, AZ · On-site

$55K - $75K/yr

As an IT Support Engineer (Tier 2), you will play a critical role in ensuring seamless technology ... Provide Level 2/3 helpdesk support for Windows, macOS, iOS, and Android devices * Administer ...

SCS Engineers

IT Support II

Tampa, FL · On-site

$26 - $30/hr

What we are looking for SCS is looking for someone for an IT Support II position that will provide advanced Tier 2 helpdesk support to in-house users as a technical lead with deep knowledge of ...

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

As of Aug 6, 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 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 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.

What is help desk support level 2?

Help desk support level 2 is a technical support role responsible for resolving more complex issues that cannot be handled by level 1 support. It typically involves troubleshooting hardware, software, and network problems, often requiring specialized knowledge, remote tools, and sometimes certifications like CompTIA A+ or Network+.

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 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 is Tier 2 Helpdesk Support?

Tier 2 Helpdesk Support is a technical support role responsible for resolving more complex IT issues that cannot be fixed by Tier 1 support. It involves troubleshooting hardware, software, and network problems, often requiring specialized knowledge and tools, and may include escalation procedures and documentation. Support staff typically have technical certifications and strong problem-solving skills.
More about Tier 2 Helpdesk Support jobs
What cities are hiring for Tier 2 Helpdesk Support jobs? Cities with the most Tier 2 Helpdesk Support job openings:
What job categories do people searching Tier 2 Helpdesk Support jobs look for? The top searched job categories for Tier 2 Helpdesk Support jobs are:
Tier 2 Helpdesk Support jobs near you

On-Site Tier II Helpdesk Technician

Pacific Office Automation

Beaverton, OR

$20.75 - $28/hr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 2 days ago

Pacific Office Automation rating

7.0

Company rating: 7.0 out of 10

Based on 38 frontline employees who took The Breakroom Quiz

211th of 359 rated logistics

Job description

About Pacific Office Automation
Pacific Office Automation (POA) is the largest independently owned document imaging and technology dealer in the United States. Since 1976, weve grown to more than 30 branches across 11 western states: Oregon, Washington, California, Arizona, New Mexico, Nevada, Utah, Idaho, Colorado, Texas, and Hawaii.

With over four decades of success in office equipment and technology solutions, weve built strong partnerships with leading manufacturers including Canon, Sharp, Konica Minolta, HP, Ricoh, and Lexmark.

At POA, youll find a fast-growing technology company that prioritizes employee development, offers competitive benefits, and fosters a collaborative, team-driven culture. We are committed to being a long-term employer by investing in ongoing training and certifications to keep our team ahead of evolving technology. We also believe every voice mattersregardless of tenure or title.

Position Overview
Join POAs dynamic IT team as a Tier 2 Service Desk Technician in our Beaverton, OR office. In this role, youll provide advanced technical support across endpoint devices, Microsoft 365, and cloud environments while serving as a key escalation point for Tier 1 support.

Youll work directly with clients to troubleshoot complex issues, maintain system performance, and deliver high-quality service aligned with SLAs and security best practices. This role is ideal for someone with strong technical depth, sound judgment, and a proactive approach in a fast-paced MSP environment.

Key Responsibilities

  • Serve as the Tier 2 escalation point for service desk incidents and requests
  • Troubleshoot advanced endpoint, application, and connectivity issues
  • Administer and support Microsoft 365 (Exchange Online, Entra ID, Teams, SharePoint, OneDrive)
  • Manage user access, identity, and security (MFA, conditional access, lifecycle management)
  • Diagnose and resolve issues across Windows 10/11 and business applications
  • Support basic networking (DNS, DHCP, VPNs, firewall/client connectivity)
  • Use RMM tools to monitor, maintain, and remediate endpoint health
  • Troubleshoot endpoint security tools (e.g., Defender, WatchGuard, EDR platforms)
  • Document all work clearly within ticketing systems
  • Maintain and update client documentation
  • Collaborate with Tier 3/Engineering teams on complex issues
  • Identify recurring problems and recommend long-term solutions or automation
  • Participate in on-call or after-hours support as needed

Qualifications

  • 24 years of Help Desk or Service Desk experience (MSP experience strongly preferred)
  • Strong knowledge of:
    • Windows 10/11 administration
    • Microsoft 365 (Exchange Online, Entra ID, Teams)
    • Active Directory and hybrid environments
  • Experience with RMM tools and remote support platforms
  • Solid understanding of networking fundamentals (TCP/IP, DNS, VPNs)
  • Ability to manage multiple priorities and meet SLA expectations
  • Strong communication and documentation skills

Preferred Qualifications

  • Experience in an MSP environment
  • Familiarity with Azure/Entra ID advanced features (Conditional Access, Identity Protection)
  • Experience supporting multi-tenant environments
  • Relevant certifications such as:
    • CompTIA A+, Network+, Security+
    • Microsoft certifications (MS-900, AZ-104, MD-102, etc.)

Benefits

  • Clear path for advancement and leadership opportunities
  • Collaborative, team-oriented culture
  • Medical, Dental, Vision, and Life Insurance
  • 401(k) with company match
  • PTO, vacation, and sick leave
  • FSA program

Our Commitment to Diversity & Inclusion
Pacific Office Automation is an equal opportunity employer. We consider all qualified applicants without regard to race, color, national origin, gender, sexual orientation, gender identity or expression, age, religion, veteran status, or any other protected characteristic. We value diversity and believe it strengthens our organization.

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