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Tier 2 Technical Analyst Jobs (NOW HIRING)

Peraton

Tier 2 Technical Support

Lemont, IL · On-site

$66K - $106K/yr

... Tier 2 or advanced technical support experience Ability to obtain and maintain a Department of Energy (DOE) security clearance Must be a US Citizen. Additional Requirements Ability to lift and move ...

Vergence

Tier 2 Technical Support

Lafayette, IN · On-site

... technical support. • Complete one (1) blog entry every two weeks for Abstract's web site. • Ensure the internal organizations backups are routinely completed and schedule test restores of the ...

Scotch

Technical Support - Tier 2

Denver, CO

$70K/yr

Technical Support Specialist - Tier 2 About Us Scotch is building the next-generation operating ... Analyze logs, network configurations, and system behavior to identify root causes and resolve ...

Scotch

Technical Support - Tier 2

Denver, CO · On-site

$70K/yr

Technical Support Specialist - Tier 2 About Us Scotch is building the next-generation operating ... Analyze logs, network configurations, and system behavior to identify root causes and resolve ...

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Tier 2 Technical Analyst information

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$35.5K

$88.8K

$142.5K

How much do tier 2 technical analyst jobs pay per year?

As of Jun 16, 2026, the average yearly pay for tier 2 technical analyst in the United States is $88,789.00, according to ZipRecruiter salary data. Most workers in this role earn between $67,500.00 and $100,500.00 per year, depending on experience, location, and employer.

How does a Tier 2 Technical Analyst typically interact with Tier 1 support and other IT teams?

A Tier 2 Technical Analyst often works closely with Tier 1 support by receiving escalated issues that require more advanced troubleshooting and in-depth technical knowledge. They review the initial findings, communicate with Tier 1 for clarification, and may provide guidance to help Tier 1 resolve similar issues in the future. Additionally, Tier 2 Analysts collaborate with Tier 3 or specialized IT teams when an issue surpasses their expertise or requires changes to core systems. This collaborative environment encourages knowledge sharing and ensures that complex problems are resolved efficiently for end users.

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

To thrive as a Tier 2 Technical Analyst, you need strong problem-solving abilities, a solid understanding of networking and operating systems, and experience with troubleshooting hardware and software issues, often backed by an associate or bachelor’s degree in IT or a related field. Familiarity with ticketing systems like ServiceNow, remote support tools, and relevant certifications such as CompTIA A+ or Network+ are commonly required. Excellent communication, patience, and customer service skills help analysts effectively interact with end-users and escalate issues when needed. These skills ensure efficient issue resolution, minimize downtime, and maintain high user satisfaction in technical support environments.

What are Tier 2 Technical Analysts?

Tier 2 Technical Analysts are IT professionals who handle more complex technical issues that cannot be resolved by Tier 1 support. They have specialized knowledge and are responsible for diagnosing, troubleshooting, and resolving escalated technical problems, often involving software, hardware, or network issues. They may also collaborate with other IT teams, document solutions, and provide feedback to improve support processes. Tier 2 analysts play a crucial role in ensuring efficient and effective technical support for end users.
More about Tier 2 Technical Analyst jobs
What job categories do people searching Tier 2 Technical Analyst jobs look for? The top searched job categories for Tier 2 Technical Analyst jobs are:
Tier 2 Technical Analyst jobs near you
Infographic showing various Tier 2 Technical Analyst job openings in the United States as of June 2026, with employment types broken down into 1% As Needed, 78% Full Time, 13% Part Time, 7% Contract, and 1% Nights. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $88,789 per year, or $42.7 per hour.

Tier 2 Technical (ACE) Help Desk

Hire Evolution Consulting

Ashburn, VA • Remote

$61K - $64K/yr

Full-time

Posted 13 days ago

Job description

Tier II Help Desk (ACE) Support Specialist

Position Summary

Provide 24/7/365 Tier II technical support and customer service for a large-scale enterprise portal and account management environment. Support a diverse user base of more than 100,000 active users by resolving technical issues, managing user accounts, and ensuring a high-quality customer experience.

Key Responsibilities

  • Provide Tier II technical support to end users via phone, email, and support ticketing systems.

  • Troubleshoot and resolve technical issues related to portal access, account management, and system functionality.

  • Deliver bilingual customer support (English/Spanish) in a 24/7/365 operational environment.

  • Manage user enrollment, account activation, access requests, and account maintenance processes.

  • Create, maintain, and update user communications, onboarding materials, and support documentation.

  • Assist users with portal functionality, reporting tools, and self-service features.

  • Resolve support tickets within established service-level agreements (SLAs) and quality standards.

  • Maintain high levels of customer satisfaction through effective communication and timely issue resolution.

  • Update and maintain Standard Operating Procedures (SOPs) and support process documentation.

  • Contribute to knowledge management initiatives by creating, reviewing, and updating knowledge base articles.

  • Participate in ongoing training and professional development activities to maintain technical proficiency.

  • Respond to critical incidents and high-priority support requests as needed.

  • Support security and access management processes, including account activation, deactivation, and restoration activities.

  • Collaborate with internal teams to identify, troubleshoot, and resolve system issues.

Qualifications

  • High school diploma or equivalent required; Associate degree preferred.

  • Minimum of two years of experience in an IT help desk, technical support, service desk, or customer support role.

  • Experience supporting web-based applications, portals, or enterprise systems.

  • Strong customer service, communication, troubleshooting, and documentation skills.

  • Fluency in both English and Spanish is an asset.

  • Ability to work rotating shifts, including evenings, weekends, and holidays.

  • Ability to pass required background screening.

Requirements

  • Experience supporting enterprise applications, customer portals, or account management systems.

  • Experience using ServiceNow or similar IT Service Management (ITSM) platforms.

  • HDI Customer Service Representative (CSR), Support Center Analyst (SCA), or comparable certification.

  • Knowledge of identity and access management processes.

  • Understanding of import/export operations, international trade processes, and related business workflows.

  • Experience working in a high-volume customer support environment with established performance metrics and service-level agreements.