> Markdown version of [/jobs/ext/2416196-tier-2-help-desk-support-technician](https://www.wearedevelopers.com/jobs/ext/2416196-tier-2-help-desk-support-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 2 Help Desk Support Technician - **Company:** Axiom - **Location:** Jacksonville, FL, United States (Remote available) - **Salary:** $62,000.0 - $77,500.0 - **Contract:** Permanent contract - **Skills:** Computer-Aided Design, Microsoft Windows, Active Directory, Antivirus Softwares, Collaborative Software, Dynamic Host Configuration Protocol, Disaster Recovery, Domain Name System (DNS), Hyper-V, Issue Tracking Systems, Intrusion Detection Systems, Traceroute, Virtual Private Networks (VPN), Routing, Ping (Networking Utility), QuickBooks (Software), Azure Active Directory, Server Virtualization, Microsoft SharePoint, Software Deployment, TCP/IP, Wireshark, Virtual Local Area Networks, Virtual Machines, Virtualization Technology, Connectivity Problems, Firewalls (Computer Science), Information Technology, Patch Management, Hardware Infrastructure, User Accounts, Vmware - **Published:** August 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=7aa68bc9b4895746 ## About the Role * 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. ## Description 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. ## Related Videos - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [AX is the only Experience that Matters](https://www.wearedevelopers.com/videos/1404-ax-is-the-only-experience-that-matters) - [Azure-Well Architected Framework - designing mission critical workloads in practice](https://www.wearedevelopers.com/videos/1529-azure-well-architected-framework-designing-mission-critical-workloads-in-practice) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing) - [Basic And Advanced Networking in Dart and Flutter](https://www.wearedevelopers.com/magazine/112-basic-and-advanced-networking-in-dart-and-flutter)