Help Desk Level 2 (Contract)

Talantir; United States; Remote; USD 41,000 - 55,000; Full time

Job summary

Talantir is seeking a Help Desk Level 2 professional for a fully remote, year-long engagement with strong potential for extension. You will resolve escalated issues, manage incidents, and support a range of tools in a fast-paced AppOps environment.

Ideal candidates have a technical background, excellent communication, and the ability to thrive remotely. The role offers a competitive hourly rate and collaborative, Slack/Microsoft Teams-based work.

Qualifications

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

Responsibilities

• Resolve or escalate technical issues logged by Level 1 analysts.
• Respond to tickets within SLA timelines.
• Troubleshoot software, hardware, and connectivity issues.
• Collaborate with AppOps and ADC Managers.
• Document resolution steps and update knowledge base entries.
• Administer SharePoint sites and assist with installations.
• Participate in meetings with managers and stakeholders.

Skills

Windows troubleshooting

Customer service

Communication

Independent work

Stakeholder coordination

Education

Bachelor’s degree in IT

Tools

Jira Service Management

SharePoint Administration

APIs & automation

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

• Resolve or escalation 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 elevate 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 escalated 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