Tier 2 Help Desk Specialist – Part-Time, Weekend

September 19, 2026 Auto Import

Job Description:

Provide expert functional and technical support to clients via phone, email, and chat.
Troubleshoot and resolve the most complex customer issues in a timely and efficient manner.
Serve as the escalation point for unresolved issues from Tier 2 support or other teams.
Document all customer interactions and issue resolutions in the helpdesk ticketing system.
Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery.
Maintain up to date knowledge of company products, services, and support policies.
Assist in the development and implementation of advanced support documentation and training materials.
Participate in ongoing training and professional development opportunities.
Participate in rotation to provide 24/7 support.
Maintain the security and integrity of sensitive information as per client's needs.
Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.

Requirements:

High school diploma or equivalent; associate or bachelor's degree in a related field preferred.
Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position.
Advanced technical troubleshooting skills and the ability to learn new technologies quickly.
Excellent verbal and written communication skills.
Ability to work independently and as part of a team.
Strong organizational skills and attention to detail.
Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software – ServiceNow ITSM preferred.
Experience with cloud infrastructure based IT systems, with a preference for Google Cloud and Kubernetes.
Experience with DevSecOps concepts and practices.
Strong communication and interpersonal skills.
Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information

Benefits: