Tier 2 Help Desk Support Technician

September 14, 2026

Other Jobs To Apply

No other job posts for this day.

(Salary Range: $62,000-$75,000)

*This is a mostly remote position with potential for periodic on-site client visits*

The Tier 2 Help Desk Support Technician provides advanced technical support for end users, workstations, applications, systems, networks, and IT infrastructure. This role is responsible for diagnosing and resolving issues beyond the scope of Level 1 support, managing incidents in accordance with established SLAs, assisting with IT projects and deployments, and providing technical guidance to junior support personnel.

The S2 Support Technician serves as an escalation point for complex technical issues and is expected to independently troubleshoot problems, identify root causes, implement effective solutions, and prevent recurring incidents. The position requires strong technical knowledge, excellent customer service, effective communication, and the ability to adapt to changing priorities and technologies.

Requirements

Technical Support

Diagnose and resolve advanced hardware, software, application, and compatibility issues.
Apply structured troubleshooting techniques, including the Laws of Halves.
Manage multiple incidents and requests while meeting SLAs and user expectations.
Escalate and communicate high-priority incidents appropriately.
Perform complex workstation swaps and migrations, including CAD, QuickBooks, and other specialized applications.

Microsoft 365

Support Microsoft 365, including SharePoint, OneDrive, and Teams.
Understand file structures, permissions, shared resources, calendars, and collaboration tools.

Systems Administration

Administer Windows operating systems, user accounts, permissions, policies, and updates.
Manage accounts across local systems, Active Directory, and Azure AD/Microsoft Entra ID.
Manage Active Directory users, groups, OUs, and GPOs.
Support patch management using tools such as Ninja.

Virtualization

Support VMware and Microsoft Hyper-V environments.
Create, configure, and troubleshoot virtual machines and virtual servers.

Networking

Troubleshoot TCP/IP, DHCP, DNS, VLAN, routing, and switching issues.
Use tools such as ping, traceroute, and Wireshark to diagnose connectivity problems.
Troubleshoot RDP, VPN, and other remote-access technologies.

Security and Backup

Support endpoint security solutions, including antivirus, firewalls, encryption, and IDS/IPS.
Follow cybersecurity policies and assist with security incident response.
Understand backup, recovery, and disaster recovery processes.

Incident and Change Management

Manage and prioritize incidents and service requests within the ticketing system.
Follow established SLAs, escalation procedures, and change-management processes.
Support software deployments, system upgrades, patches, migrations, and configuration changes.

Documentation and Projects

Create and maintain technical documentation, SOPs, and knowledge base articles.
Participate in IT projects, deployments, migrations, and system upgrades.
Document solutions and contribute to improved support processes.

Leadership and Customer Service

Provide advanced support and technical guidance to Level 1 technicians.
Mentor junior staff and serve as a technical Subject Matter Expert when needed.
Communicate effectively with users of varying technical abilities.
Demonstrate strong customer service, patience, professionalism, and active listening.

Professional Skills

Strong analytical and problem-solving abilities.
Ability to work independently and collaboratively.
Adaptability to changing priorities and technologies.
Commitment to continuous technical learning and professional development.
Ability to identify recurring issues and implement preventative solutions.

Benefits

Health Care Plans (Medical, Dental & Vision)

Retirement Plan and Matching (Simple IRA)
Paid Time Off (Vacation, Sick, and Public Holidays)
Full-Remote Work from Home

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...