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Tier 2 Helpdesk Support Jobs (NOW HIRING)

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 ...

Robert Half

Help Desk Tier II Support

Sandy, UT · On-site

$27.50 - $33/hr

We are looking for a Help Desk Tier II Support specialist to support our client in Sandy, Utah in a contract capacity with the potential to become permanent. This role is ideal for someone who enjoys ...

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 ...

StratasCorp

Tier II Support Technician

Hampton, VA · On-site

$20.75 - $28.50/hr

Location Hampton Roads, VA VA US (Primary) Category Information Technology We're seeking a customer focused Tier II Help Desk Technician to provide first line support for Microsoft technologies ...

CDIT LLC

Tier 2 Support

UT · On-site

This role bridges the gap between strategic IT planning (cyber, cloud, and enterprise performance) and hands-on Tier 2 technical support, including mobile, VTC, audio-visual, and printer systems. The ...

SecuriGence

Tier 2 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

We deliver essential technology services to our customers in support of their missions to sustain national security and provide services to our nation. SecuriGence is seeking a Tier 2 Help Desk ...

Chenega MIOS

Tier 2 Help Desk Analyst

Arlington, VA

$23.50 - $32.25/hr

We deliver essential technology services to our customers in support of their missions to sustain national security and provide services to our nation. SecuriGence is seeking a Tier 2 Help Desk ...

SecuriGence

Tier 2 Help Desk Analyst

Arlington, VA

$23.50 - $32.25/hr

We deliver essential technology services to our customers in support of their missions to sustain national security and provide services to our nation. SecuriGence is seeking a Tier 2 Help Desk ...

SecuriGence

Tier 2 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

We deliver essential technology services to our customers in support of their missions to sustain national security and provide services to our nation. SecuriGence is seeking a Tier 2 Help Desk ...

Systemverse

Helpdesk Support Specialist

Austin, TX

$45K - $55K/yr

The Helpdesk Support Specialist provides first-level technical support to end users by diagnosing ... Clear career growth path into Tier 2, Tier 3, or systems engineering roles Compensation: $45,000 ...

MORSE Corp

IT Helpdesk Specialist

Cambridge, MA

Provide Tier 1 and Tier 2 helpdesk ticket support for MacOS, Windows, and Linux environments. * Onboard and support new employees, including account setup and hardware/software configuration.

Chenega MIOS

Tier 2 Help Desk Analyst

Arlington, VA

$23.50 - $32.25/hr

We deliver essential technology services to our customers in support of their missions to sustain national security and provide services to our nation. SecuriGence is seeking a Tier 2 Help Desk ...

Dexian

Tier II Help Desk

Arlington, VA · On-site

$23 - $31/hr

The Tier 2 Service Desk Analyst provides advanced technical support and escalated issue resolution ... help everyone achieve their ambitions and goals. To learn more, please visit . Dexian is an Equal ...

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Tier 2 Helpdesk Support information

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$12

$23

$33

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

As of Jun 9, 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 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 are Tier 2 Helpdesk Support specialists?

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.
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
Help Desk Support, Tier II DeskSide Support

Help Desk Support, Tier II DeskSide Support

Info Gain Consulting

Alexandria, VA • On-site

Other

Medical, Dental, Vision, Life, Retirement

Posted 3 hours ago

Job description

Position: Help Desk Support, Tier II DeskSide Support
Location: Alexandria, VA
Work Environment: On-site with potential for authorized telework
Clearance Required: Secret
Status: Funded
Info Gain Consulting is currently seeking an exceptional Help Desk Support Tier II DeskSide Support specialist to join our team and provide invaluable support to the Department of Defense Office of Inspector General (DoD OIG) Information Technology Support Services contract.
To be eligible for this position, candidates must have a Secret clearance and possess U.S. Citizenship without the need for sponsorship, both now and in the future. Applicants without proof of U.S. Citizenship will not be considered due to the position's security clearance requirements.
The Job Duties and Responsibilities include but are not limited to the following:
  • Provide Tier II level Information Technology (IT) support and trouble call resolution for all issues elevated from Tier I support
  • Document incidents using the DoD OIG ticket tracking system and create and publish knowledge base articles when applicable
  • Meet DoD OIG established service level metrics for call response, technical support, and customer service
  • Resolve trouble calls using desk-side support, remote desktop, phone, and through email
  • Respond to requests for network account modifications for account creation, configuration, deletions, and password or Personal Identification Number (PIN) resets
  • Image computer systems for desktops, laptops, tablets, and thin client computers with DoD OIG system images
  • Perform computer re-imaging, assist users with data backup and restore, and installation of software applications
  • Setup computer systems with external monitors, switch boxes, keyboards, mice, printers, or any other approved external peripherals
  • Assist with the set-up of IT in training classrooms and conference rooms as required
  • Perform the manual installation of approved software, software patches, and security updates to client systems when required
  • Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals
  • Monitor logs and automated systems for DoD OIG IT system outages and incidents affecting multiple end users and initiate incident response procedures
  • Complete desktop support requests within five business days upon receipt of Help Desk ticket
  • Fulfill urgent loaner laptop requests due to repair within one business day upon receipt of Help Desk ticket for Headquarters personnel
  • Provide urgent extra or spare laptop computers to field office locations within three business days
  • Complete standard loaner laptop and other equipment requests within three business days upon receipt of Help Desk ticket
  • Complete standard approved hardware or software installation within five business days upon receipt of Help Desk ticket
  • Fulfill new equipment approval and issuance in ten business days
  • Complete network account requests (add, modify, delete) within five business days upon receipt of Help Desk ticket
  • Complete data recovery for workstation within five business days upon receipt of Help Desk ticket and receipt of hard drive requiring data recovery
  • Travel may be required within the Continental United States (CONUS) and the National Capital Region (NCR)
Required Qualifications:
  • Minimum 3 to 5 years of experience providing Tier II help desk or deskside support
  • Experience troubleshooting and resolving issues escalated from Tier I support
  • Experience with ticket tracking systems and documenting technical issues
  • Experience providing deskside support at customer locations including offices, cubicles, and off-site locations
  • Experience with computer imaging and deployment of desktop operating systems
  • Experience performing network account administration tasks including account creation, modification, and deletion
  • Experience installing and configuring desktop hardware including computers, monitors, printers, scanners, and peripherals
  • Experience with software installation, patch management, and security updates
  • Experience with data backup and restoration procedures
  • Experience troubleshooting hardware and software issues on desktop systems, laptops, printers, and peripherals
  • Experience using remote desktop tools to troubleshoot and resolve technical problems
  • Strong customer service skills with the ability to communicate technical information to non-technical users
  • Associate degree or equivalent in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
  • DoD 8570.01-M Information Assurance (IA) computing environment certifications as approved by agency Information Assurance Workforce Improvement Program (IAWIP) coordinator (such as CompTIA A+, CompTIA Network+, or equivalent)
  • Active Secret security clearance or ability to obtain one
  • United States Citizenship required
Preferred Qualifications:
  • Information Technology Infrastructure Library (ITIL) Foundation certification or higher
  • Tier II Service Desk certification or equivalent
  • Experience supporting DoD or federal government customers
  • Experience with Microsoft Windows operating systems and Microsoft Office applications
  • Experience with Active Directory account management and Group Policy
  • Familiarity with Unclassified Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet) environments
  • Experience with Microsoft System Center Configuration Manager (SCCM) or similar imaging tools
  • CompTIA Security+ or similar security certification
  • Experience with Virtual Desktop Infrastructure (VDI) and thin client technologies
Benefits:
Health (Preferred Provider Organization (PPO) & High-Deductible Health Plan (HDHP)) Insurance, Dental, Vision, Short-Term Disability (STD) & Long-Term Disability (LTD), Basic Life Insurance, 401k Company Match, & Voluntary Products.
Info Gain Consulting is committed to providing equal employment opportunities to all individuals based on merit and qualifications. We prohibit discrimination in all aspects of employment as required by Title VII of the Civil Rights Act and other applicable federal laws. Our company values all applicants and employees and fosters a work environment where everyone is treated with respect and dignity.

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