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Tier Two Help Desk Jobs (NOW HIRING)

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 in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position ...

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 in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position ...

Valcom

Tier II Help Desk Support

Hazelwood, MO · On-site

$25 - $30/hr

Join Us as a Tier 2 Help Desk Technician at Potter Global Technologies At Potter Global Technologies, we've been protecting lives around the world for over 125 years-and we're just getting started.

Simpatico Systems

Tier 2 Help Desk

Lubbock, TX

$49K - $59K/yr

In this role, you will work closely with the Level 2 operations staff to understand the current environment and help engineer the helpdesk of the future. You will also be involved in providing ...

BROAD RIVER RETAIL

Help Desk Analyst

Salem, OR · On-site

$55K - $60K/yr

A Tier 2 Help Desk typically deals with both basic (Tier 1) and more complex (Tier 2) support issues, acting as a go-to person for problem resolution. * Review and Act on Tickets: Ensuring that all ...

BROAD RIVER RETAIL

Help Desk Analyst

Salem, OR

$50K - $55K/yr

A Tier 2 Help Desk typically deals with both basic (Tier 1) and more complex (Tier 2) support issues, acting as a go-to person for problem resolution. * Review and Act on Tickets: Ensuring that all ...

Simpatico Systems, LLC

Tier 2 Help Desk

Lubbock, TX · On-site

$49K - $59K/yr

In this role, you will work closely with the Level 2 operations staff to understand the current environment and help engineer the helpdesk of the future. You will also be involved in providing ...

Simpatico Systems, LLC

Tier 2 Help Desk

Lubbock, TX · On-site

$49K - $59K/yr

In this role, you will work closely with the Level 2 operations staff to understand the current environment and help engineer the helpdesk of the future. You will also be involved in providing ...

Plymouth Place

Help Desk Tier 2

La Grange Park, IL · On-site

$22.50/hr

The Help Desk Tier 2 Tech administers a variety of technical projects related to the setup, maintenance and support at Plymouth Place. The Help Desk Tier 2 Tech is responsible for complex ...

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Tier Two Help Desk information

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How much do tier two help desk jobs pay per hour?

As of Sep 8, 2026, the average hourly pay for tier two help desk 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 two help desk?

Tier Two Help Desk technicians are IT support professionals who handle more complex technical issues that cannot be resolved by Tier One support staff. They possess deeper technical knowledge and experience, allowing them to troubleshoot software, hardware, and network problems, often requiring remote access or in-depth investigation. Tier Two technicians may also escalate particularly challenging issues to higher-level support if necessary, and they often provide guidance and documentation for Tier One staff. Their role is crucial in ensuring timely and effective problem resolution for end users.

How does a tier two help desk technician typically interact with tier one staff and other technical teams?

As a Tier Two Help Desk technician, you'll frequently collaborate with Tier One staff by receiving escalated issues that require more in-depth troubleshooting or technical knowledge. You'll provide guidance to Tier One agents, help identify recurring problems, and may occasionally assist with training. Additionally, you’ll often work with network engineers, system administrators, or specialized IT teams to resolve complex incidents or implement long-term solutions. This collaborative environment not only helps resolve issues efficiently but also offers opportunities to broaden your technical expertise and progress within the IT department.

What are the key skills and qualifications needed to thrive as a tier two help desk technician?

To thrive as a Tier Two Help Desk technician, you need a solid understanding of networking, operating systems, and troubleshooting, often supported by an associate degree or relevant IT certifications like CompTIA A+ or Microsoft Certified: Windows Client. Familiarity with ticketing systems, remote desktop tools, and diagnostic utilities is typically required. Strong analytical thinking, clear communication, and patience are crucial soft skills for resolving complex issues and supporting end users. These skills ensure efficient problem resolution, minimize downtime, and enhance user satisfaction in technical support environments.

What is the difference between Tier Two Help Desk vs Tier One Help Desk?

AspectTier Two Help DeskTier One Help Desk
ResponsibilitiesHandles complex technical issues, troubleshooting, and escalationsProvides basic support, initial troubleshooting, and issue logging
CredentialsTypically requires basic certifications like CompTIA A+Often requires minimal certifications, focus on customer service skills
Work EnvironmentMore technical, problem-solving focused, often in a dedicated support teamCustomer-facing, fast-paced, entry-level support
Common UsageUsed in IT support departments across various industriesUsed in help desk settings for initial contact support

In summary, Tier Two Help Desk professionals handle more complex technical issues and require additional certifications, whereas Tier One Help Desk staff focus on basic support and customer service. Both roles are essential in IT support structures, with Tier Two providing escalation support for Tier One issues.

What cities are hiring for Tier Two Help Desk jobs?

Cities with the most Tier Two Help Desk job openings:

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

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

Tier Two Help Desk jobs near you

Tier II Help Desk

KeenLogic

Alexandria, VA • On-site

$22 - $30/hr

Full-time

Re-posted 8 days ago

Job description

KeenLogic is seeking a self-motivated and driven Tier II Help Desk Analyst with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position is onsite and full-time, Monday through Friday.
The successful candidate will be responsible for deskside support of an environment composed Intel based PC and Apple workstations and several custom business applications. The candidate will be responsible for assisting customers when they call or walk into the customer service center, remotely, or at the customer’s location. The candidate shall be prepared to perform the resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to the eBusiness team for a more detailed level of support. The Tier II will consult with appropriate manufacturers where required in coordination with the business.
Qualifications:
  • Bachelors and 3+ years' experience
  • Associates and 5+ years' experience 
  • High School and 7+ years' experience 
Job Duties:
  • Provide Tier II hardware and application support, including diagnosis and remediation, password and access resets, software installation, configuration, removal, and performance tuning.
  • Image, reimage, and deploy enterprise workstations using Microsoft Endpoint Configuration Manager (SCCM) and approved task sequences.
  • Support end users using approved remote assistance tools and in-person troubleshooting, resolving issues efficiently while maintaining security standards.
  • Manage incidents and service requests, performing analysis, documentation, and resolution in accordance with defined processes.
  • Perform root cause analysis to identify recurring issues and recommend corrective actions.
  • Administer Active Directory tasks such as account management, group membership, and workstation domain support.
  • Provide mobile device management support, including device provisioning, resets, and remote wiping.
  • Deliver printer support, including setup, queue configuration, toner and parts replacement, and issue remediation.
  • Support collaboration and productivity tools, including email, meeting rooms, video teleconferencing, user moves, and large data transfers.
  • Accurately document work in CRM, ticketing, and ACD systems
Required Skills:
  • Strong ability to troubleshoot Windows hardware and software issues.
  • Experience deploying and imaging enterprise workstations in a managed IT environment.
  • Proficiency with remote support and remote desktop tools.
  • Excellent written and verbal communication skills with a strong customer service focus.
  • Ability to work independently and collaboratively within a team environment.
  • Demonstrated ability to follow established procedures and workflows.
Desired Skills:
  • ITIL Service Management
  • Policy Analysis
  • Workstation Patching/Testing
  • Desktop Engineering
  • Release Management
  • Knowledge Management

 
 

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