Tier 2 Help Desk, REMOTE
Remote Tier 2 Help Desk Specialist We’re currently hiring an experienced Tier 2 Help Desk Specialist to join a fast-paced enterprise support environment supporting a large national organization. This is a fully remote opportunity for someone who enjoys solving technical issues, working independently, and supporting users in a high-volume environment. Candidates must be comfortable working a rotating schedule in a 24/7 operation and able to travel to either Ashburn, VA or Orlando, FL to pick up company equipment if needed. What You’ll Be Doing
- Provide advanced remote support for end users experiencing hardware, software, login, connectivity, and access-related issues
- Troubleshoot Microsoft environments, including Outlook, Office applications, Windows systems, and Active Directory
- Support remote access tools, VPN connectivity, authentication issues, and mobile device management platforms
- Assist users with workstation setup, software installs, peripheral support, and system access requests
- Escalate more complex technical issues to engineering or specialized support teams when needed
- Document support activity and maintain accurate ticket updates within the ticketing system
- Deliver excellent customer service while managing multiple priorities in a fast-moving support environment
What We’re Looking For
- At least 2 years of Help Desk or Technical Support experience in a Tier 2 environment
- Strong troubleshooting skills across Microsoft technologies and remote support tools
- Experience supporting VPN connectivity, mobile devices, and enterprise user environments
- Ability to work independently and remain organized in a high-volume setting
- Strong communication and customer service skills
- Comfortable working rotating shifts, including evenings, weekends, and holidays
- U.S. Citizenship required
- Must be able to successfully pass a background investigation
Preferred Experience
- Experience with ServiceNow or similar ticketing platforms
- Familiarity with AirWatch/Workspace ONE, Zscaler, or GlobalProtect
- Certifications such as CompTIA A+, Network+, Security+, or ITIL are a plus
- Previous experience supporting government or enterprise-level environments is highly preferred
Additional Information
- Fully remote position
- Equipment pickup required in Ashburn, VA or Orlando, FL
- Rotating 24/7 support schedule
- Stable long-term opportunity with a collaborative support team