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

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