Help Desk Level 2 (Contract)

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

Full-time

Fully remote