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Trainee Help Desk Tier 2 Jobs (NOW HIRING)

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... Help Desk staff* Add and delete user accounts and maintain groups as required* Log and report each ...

Sparibis

Help Desk- Tier I

Orlando, FL · On-site +1

$19.25 - $26.25/hr

Must have Tier 1 help desk experience. * ServiceNow experience. Responsibilities * Provide Tier 1 technical support as the central point of contact for all IT-related inquiries and end user requests.

Advanced Business Innovations

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SUPPORT DESK - Tier II Technician

Los Angeles, CA · On-site

$30 - $33/hr

Support Desk Tier II IT Technician About the Role We are seeking a proactive and skilled Tier 2 ... of help desk or technical support experience in an MSP or multi-client environment. * Solid ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... Help Desk staff* Add and delete user accounts and maintain groups as required* Log and report each ...

Advanced Business Innovations

Be Seen First

SUPPORT DESK - Tier II Technician

Santa Clarita, CA · On-site

$30 - $33/hr

Support Desk Tier II IT Technician About the Role We are seeking a proactive and skilled Tier 2 ... of help desk or technical support experience in an MSP or multi-client environment. * Solid ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... Help Desk staff* Add and delete user accounts and maintain groups as required* Log and report each ...

Vyon Technology

Tier 2 Help Desk Technician

Phoenix, AZ · On-site

$19.75 - $26.75/hr

We are seeking a Tier 2 Help Desk Technician to join our in-office support team. This position is ideal for an experienced IT professional who enjoys troubleshooting complex technical issues ...

Advanced Business Innovations

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SUPPORT DESK - Tier II Technician

Canoga Park, CA · On-site

$30 - $33/hr

Support Desk Tier II IT Technician About the Role We are seeking a proactive and skilled Tier 2 ... of help desk or technical support experience in an MSP or multi-client environment. * Solid ...

kgs

Tier 2 Help Desk Engineer

Washington, VA · On-site

The ideal Tier 2 Help Desk Engineer will: * Serve as an escalation point for the Tier 1 Help Desk. * Install desktop, laptop, and tablet computers, peripherals, and software products for networked ...

Solvere One

Help Desk Technician - Tier 2 (MSP)

Dulles, VA · On-site

$60K - $75K/yr

Help Desk Technician Tier 2 is responsible for resolving all tier 2 issues and passing all other requests on to Tier 3 technicians. Employees will be expected to remotely interact with clients daily ...

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Trainee Help Desk Tier 2 information

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$38K

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How much do trainee help desk tier 2 jobs pay per year?

As of Aug 13, 2026, the average yearly pay for trainee help desk tier 2 in the United States is $37,968.00, according to ZipRecruiter salary data. Most workers in this role earn between $30,000.00 and $42,000.00 per year, depending on experience, location, and employer.

What is the difference between Trainee Help Desk Tier 2 vs Help Desk Tier 2?

AspectTrainee Help Desk Tier 2Help Desk Tier 2
CertificationsBasic IT certifications (e.g., CompTIA A+)Advanced certifications (e.g., Network+, Microsoft Certified)
ExperienceEntry-level, limited experienceModerate experience in technical support
Work EnvironmentTraining environment, supervisedOperational support, independent troubleshooting
ResponsibilitiesLearning and assisting, basic issue resolutionHandling complex tickets, troubleshooting network/software issues

In summary, Trainee Help Desk Tier 2 roles are entry-level positions focused on learning and assisting with basic support tasks, often under supervision. Help Desk Tier 2 positions require more experience and handle more complex technical issues independently, reflecting a higher skill level and responsibility.

More about Trainee Help Desk Tier 2 jobs
What cities are hiring for Trainee Help Desk Tier 2 jobs? Cities with the most Trainee Help Desk Tier 2 job openings:
What are the most commonly searched types of Help Desk Tier 2 jobs? The most popular types of Help Desk Tier 2 jobs are:
What states have the most Trainee Help Desk Tier 2 jobs? States with the most job openings for Trainee Help Desk Tier 2 jobs include:
What job categories do people searching Trainee Help Desk Tier 2 jobs look for? The top searched job categories for Trainee Help Desk Tier 2 jobs are:
Trainee Help Desk Tier 2 jobs near you
Infographic showing various Trainee Help Desk Tier 2 job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 68% Full Time, 27% Part Time, and 4% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $37,968 per year, or $18.3 per hour.

Help Desk Specialist II (Tier II- Advanced Support)

Aretec Inc

Ashburn, VA • On-site

Full-time

Re-posted 23 days ago

Job description

Help Desk Specialist II (Tier 2 - Advanced Support)
CBP Technology Service Desk (TSD)
Location: Remote
Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)
Employment Type: Full-time
Clearance Requirement: CBP Background Investigation (Unclassified)
Position Summary
Aretec is seeking a Help Desk Specialist II (Tier 2 - Advanced Support) to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers second-level troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's mission-critical IT environment. The ideal candidate brings strong technical depth, excellent problem-solving skills, and experience supporting enterprise-scale systems.
What You'll Do
  • Provide 24x7x365 Tier II advanced technical support for incidents and service requests transferred via ServiceNow tickets or warm-transferred calls.
  • Perform advanced remote troubleshooting for:
  • Mobile devices and CBP mobile service environment (AirWatch/Workspace ONE)
  • Email services and Microsoft Outlook
  • Personal Identity Verification (PIV) card authentication
  • Remote VPN access (GlobalProtect and Zscaler)
  • Remote access via DHS Workplace (WaaS)
  • Microsoft Office products
  • Windows OS and Active Directory
  • Remote software installations
  • Resolve ≥90% of tickets assigned to Tier II in alignment with AQL targets.
  • Process ≥90% of Tier II tickets within 4 hours (resolved or escalated).
  • Answer ≥80% of transferred calls and chats within 60 seconds.
  • Escalate incidents to next-level support teams, including internal CBP groups and third-party vendors, as required.
  • Perform remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras.
  • Install approved software using Government-provided tools and processes.

Required Qualifications
  • High school diploma or equivalent; Associate's degree in IT preferred.
  • Minimum 2 years of experience providing IT help desk or technical support with Tier II-level troubleshooting.
  • Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).
  • Experience supporting VPN technologies, remote access tools, and PIV/smart card authentication.
  • Ability to work rotating shifts, including nights, weekends, and holidays.
  • Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Preferred Qualifications
  • CompTIA A+, Network+, or Security+ certification.
  • HDI Desktop Support Technician certification.
  • Experience with AirWatch/Workspace ONE MDM.
  • Experience with GlobalProtect VPN and Zscaler.
  • Experience using the ServiceNow ITSM platform.
  • Prior federal government or CBP Tier II support experience.
  • ITIL Foundation certification.

Equal Opportunity Employer
Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

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