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Tier Two Help Desk Jobs (NOW HIRING)

The Hiller Companies

Help Desk Technician, Tier II

Concord, NC · On-site

$18.75 - $25.25/hr

The Hiller Companies, LLC has an immediate opening for IT Help Desk Tier II Technician. If you are a dedicated professional with a passion for fire protection and safety, we invite you to apply today.

RealPage, Inc.

Help Desk Coordinator II

SC · Remote

$17.84 - $30.43/hr

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers. Your expertise will be instrumental in guiding our ...

RealPage, Inc.

Help Desk Coordinator II

SC · On-site +1

$17.84 - $30.43/hr

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers. Your expertise will be instrumental in guiding our ...

RealPage, Inc.

Help Desk Coordinator II

SC · Remote

$17.84 - $30.43/hr

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers. Your expertise will be instrumental in guiding our ...

CGI Inc.

Tier 2 Helpdesk Lead

Fairfax, VA · On-site

CGI Federal is seeking a Tier 2 Help Desk Functional Lead to join a growing and dynamic program to provide client facing production support and service desk support (Tier 2) to a large multi agency ...

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All JobsTechnology JobsDesktop Support JobsComputer Support Specialist JobsTier Two Help Desk Jobs

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 2 Help Desk Technician (Hybrid) - Fresno, CA

Clovis, CA • On-site

Grapevine MSP Technology Services
IT Services • 11 - 50 employees
Learn more about Grapevine MSP Technology Servicesexternal

$19.75 - $26.75/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 23 days ago

Job description

Tier 2 Help Desk Technician (Hybrid) - Fresno, CA
This is a hybrid position based in Fresno, CA. You'll work primarily from home, support clients onsite as needed, and occasionally meet up with the team in person. You're not just closing tickets - you're the person the team leans on when things get complicated, the escalation point clients never see but always benefit from. If you thrive on solving hard problems, working independently, and making a measurable impact across diverse environments, we want to hear from you.
Grapevine MSP is the Central Valley's largest managed IT services provider. Founded in 2009 by CEO Joe Gregory, we've grown to a team of 60+ professionals and are a recognized Microsoft Tier 1 Partner. We deliver proactive IT support, cybersecurity, cloud, VoIP, and strategic consulting to businesses across the region. Our "let's figure it out" culture isn't a tagline; it's how we show up for our clients and each other every single day.
Core Responsibilities
• Act as the Tier 2 escalation point for complex hardware, software, and connectivity issues
• Monitor and maintain client IT systems, networks, and applications to ensure consistent performance
• Log incidents, perform root cause analysis, and implement solutions that prevent recurrence
• Perform scheduled maintenance including backups, updates, and patch management
• Escalate unresolved issues to the appropriate staff or vendors and see them through to resolution
• Maintain accurate documentation of IT procedures, incidents, and resolutions
• Train end users on new systems, applications, and IT policies
• Enforce IT security policies, identify vulnerabilities, and report incidents promptly
• Collaborate with the broader team for seamless handoffs and clear communication
Requirements
• Proven experience in a Tier 2 help desk, desktop support, or similar technical role
• Strong working knowledge of Windows OS across all workstation versions
• Proficiency with Office 365 and the Microsoft Office Suite
• Experience with Active Directory and user account management
• Solid understanding of networking fundamentals - LAN/WAN, connectivity troubleshooting
• Experience with remote support tools and common office hardware
• Knowledge of antivirus, firewalls, and endpoint security best practices
• Basic macOS familiarity
• Excellent communication and customer service skills
• Organized, self-directed, and effective under pressure
• Reliable transportation for occasional client onsite visits in the Fresno area
Nice to Have and What Sets You Apart
• MSP experience (highly preferred)
• A habit of preventing problems, not just fixing them
• Comfortable owning issues independently from start to finish
• Passion for staying current with evolving technology
• Continuous improvement mindset with a focus on client satisfaction
Why Grapevine MSP?
  • Work alongside a talented, supportive engineering team
  • Exposure to diverse client environments and technologies
  • Opportunities to grow your skills and advance your career
  • Be part of a company that values technical excellence and reliability

Benefits
  • Competitive Pay
  • 401K Plan with 4% matching pay contributions
  • Grapevine MSP offers access to low-cost, high-quality healthcare options, "Health, Dental, and Vision."
  • Vacation time
  • Paid Sick Time
  • Performance Bonuses
  • Work Anniversary Recognition
  • Equipment and Tools Provided
  • Plenty of training courses are covered if you want to advance further; Grapevine MSP offers Growth and Development Plans with Industry-Specific Training.
  • Team Events
  • Social Events

Apply