Job Description

Job Title: Help Desk Level 2
Location: Remote
Period: 06/02/2025 to 06/02/2026 – Strong potential for extension or conversion

Hours/Week: 40 hours 

Rate: $30-$40/hour (Hours over 40 will be paid at Time and a Half)

Contract Type: W-2

Position Overview

We are seeking an experienced Help Desk Level 2 professional to join our client’s remote Application Operations (AppOps) team. This role plays a key part in resolving technical issues escalated from Level 1 support, managing incident resolution, and supporting a wide range of tools and platforms. Ideal candidates will have excellent communication skills, a strong technical background, and the ability to thrive in a fast-paced, remote work environment.

Scope of Services

The Help Desk Level 2 consultant will:

• Resolve or escalate technical issues logged by Level 1 analysts
• Respond to tickets within established SLA timelines
• Troubleshoot software, hardware, and connectivity issues
• Collaborate with AppOps team members and ADC Managers
• Deliver high-quality customer service and technical support
• Participate in team projects and administrative tasks as needed

Responsibilities & Deliverables

• Review and resolve open problem tickets or escalate them appropriately
• Follow Standard Operating Procedures (SOPs) and Business Operating Procedures (BOPs)
• Provide clear and effective communication with end-users and internal teams
• Document issue resolution steps and update knowledge base entries
• Support and troubleshoot Windows-based applications, modems, browsers, and network utilities
• Reset user accounts, Internet proxy settings, and network passwords
• Administer SharePoint sites and assist with application installations and setup
• Participate in meetings with managers and stakeholders to support vendor onboarding and other operational initiatives

 
Required Skills & Qualifications

• Bachelor’s degree in IT-related field OR at least 4 years of direct IT experience
• Minimum of 10 years in a technical support or help desk role
• Proficiency with troubleshooting Windows-based environments
• Strong interpersonal, customer service, and communication skills
• Ability to work independently and escalate appropriately in a fast-paced setting
• Experience supporting a wide range of users, including senior managers

 
Preferred Qualifications (Nice-to-Have)

• Knowledge of Atlassian Products, specifically Jira Service Management (JSM)
• Experience working directly with IT teams and departmental managers
• Background in SharePoint Administration
• Familiarity with API integrations and tool-based automation

 
Work Environment

• Fully remote role with regular collaboration via Slack, Microsoft Teams, and email
• Frequent meetings with ADC employees and managers
• Highly collaborative team environment within the Application Operations group

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