> Markdown version of [/jobs/ext/496823-tier-2-technical-ace-help-desk](https://www.wearedevelopers.com/jobs/ext/496823-tier-2-technical-ace-help-desk). 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 Technical (ACE) Help Desk - **Company:** The Hire - **Location:** Ashburn, VA, United States (Remote available) - **Experience:** Experienced - **Salary:** $61,000.0 - $64,000.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Identity and Access Management, Issue Tracking Systems, Knowledge Management, Web Applications, Enterprise Software Applications, Enterprise Portal, Tools for Reporting, Servicenow, User Accounts - **Published:** June 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=8374d6ea8dbae823 ## About the Role Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, * High school diploma or equivalent required; Associate degree preferred. * Minimum of two years of experience in an IT help desk, technical support, service desk, or customer support role. * Experience supporting web-based applications, portals, or enterprise systems. * Strong customer service, communication, troubleshooting, and documentation skills. * Fluency in both English and Spanish is an asset. * Ability to work rotating shifts, including evenings, weekends, and holidays. * Ability to pass required background screening., * Experience supporting enterprise applications, customer portals, or account management systems. * Experience using ServiceNow or similar IT Service Management (ITSM) platforms. * HDI Customer Service Representative (CSR), Support Center Analyst (SCA), or comparable certification. * Knowledge of identity and access management processes. * Understanding of import/export operations, international trade processes, and related business workflows. * Experience working in a high-volume customer support environment with established performance metrics and service-level agreements. #Workwolf ## Description Provide 24/7/365 Tier II technical support and customer service for a large-scale enterprise portal and account management environment. Support a diverse user base of more than 100,000 active users by resolving technical issues, managing user accounts, and ensuring a high-quality customer experience., * Provide Tier II technical support to end users via phone, email, and support ticketing systems. * Troubleshoot and resolve technical issues related to portal access, account management, and system functionality. * Deliver bilingual customer support (English/Spanish) in a 24/7/365 operational environment. * Manage user enrollment, account activation, access requests, and account maintenance processes. * Create, maintain, and update user communications, onboarding materials, and support documentation. * Assist users with portal functionality, reporting tools, and self-service features. * Resolve support tickets within established service-level agreements (SLAs) and quality standards. * Maintain high levels of customer satisfaction through effective communication and timely issue resolution. * Update and maintain Standard Operating Procedures (SOPs) and support process documentation. * Contribute to knowledge management initiatives by creating, reviewing, and updating knowledge base articles. * Participate in ongoing training and professional development activities to maintain technical proficiency. * Respond to critical incidents and high-priority support requests as needed. * Support security and access management processes, including account activation, deactivation, and restoration activities. * Collaborate with internal teams to identify, troubleshoot, and resolve system issues. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What if your HR software adapted to you, not the other way around?](https://www.wearedevelopers.com/videos/100259-what-if-your-hr-software-adapted-to-you-not-the-other-way-around) - [Generate AI in the Browser with Chrome AI - Raymond Camden](https://www.wearedevelopers.com/videos/1770-generate-ai-in-the-browser-with-chrome-ai-raymond-camden) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [WebXR: Enabling Virtual and Augmented Reality on the Web](https://www.wearedevelopers.com/videos/965-webxr-enabling-virtual-and-augmented-reality-on-the-web) ## Related Articles - [Top HR Tech Conferences in 2024](https://www.wearedevelopers.com/magazine/303-top-hr-tech-conferences-in-2024) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026)