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Tier 2 Help Desk IT Support Job Opening In Eagle – Now Hiring Pennant Group


Job description

Theprovides advanced technical support for escalations from Support Analysts and is responsible for resolving more complex incidents and service requests.

This role requires deeper technical expertise and often involves hands-on troubleshooting, device support, and collaboration with Tier 3 engineers.

This role requires participation in an on-call rotation, with responsibilities for escalated end-user and system issues outside normal business hours.


Key Responsibilities:

Incident & Request Resolution

  • Resolve escalated tickets from tier 1 in accordance with SLAs.
  • Troubleshoot hardware, software, networking, and account-related issues.

  • Perform installations, upgrades, and configuration of devices and applications.

  • Provide deskside and remote support for end-users, including AV and meeting technology.

  • Provide after-hours support as part of the on-call rotation, resolving
  • escalated issues and coordinating with tier 3 or other IT teams when needed.
  •  
    Customer Support & Experience

  • Deliver advanced troubleshooting while maintaining strong customer service.

  • Communicate complex technical solutions clearly to non-technical users.

  • Ensure escalations are handled promptly and professionally.

  • Knowledge & Documentation

  • Create and maintain documentation and knowledge base articles.

  • Provide training, guidance, and mentoring to Support Analysts.

  • Suggest process improvements to reduce escalations and improve efficiency.

  • Collaboration & Escalation

  • Partner with Tier 3 on advanced issues requiring specialized expertise.

  • Assist in IT projects, deployments, and technology rollouts.


  • Qualifications:

  • Education: Associate’s or bachelor’s degree in IT or related field (or equivalent experience).

  • Experience: 2–4 years of IT support experience with exposure to Tier 1 and Tier 2 responsibilities.

  • Technical Skills: Proficiency in Windows/macOS, Active Directory, Office 365, endpoint management, and networking fundamentals (DNS, DHCP, VPN).

  • Soft Skills: Strong troubleshooting, multitasking, and mentoring skills; excellent communication with end-users and peers.

  • Preferred Qualifications:

  • CompTIA Network+, Microsoft 365 Certified, or similar certifications.

  • #onsite

    Required Skill Profession

    Computer Occupations


    • Job Details

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    Unlock Your Tier 2 Potential: Insight & Career Growth Guide


    Real-time Tier 2 Jobs Trends (Graphical Representation)

    Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph here. Uncover the dynamic job market trends for Tier 2 in Eagle, United States, highlighting market share and opportunities for professionals in Tier 2 roles.

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    Are You Looking for Tier 2 Help Desk IT Support Job?

    Great news! is currently hiring and seeking a Tier 2 Help Desk IT Support to join their team. Feel free to download the job details.

    Wait no longer! Are you also interested in exploring similar jobs? Search now: .

    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Pennant Group adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

    1. Independence

    2. Loyalty

    3. Impartiapty

    4. Integrity

    5. Accountabipty

    6. Respect for human rights

    7. Obeying United States laws and regulations

    What Is the Average Salary Range for Tier 2 Help Desk IT Support Positions?

    The average salary range for a varies, but the pay scale is rated "Standard" in Eagle. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

    What Are the Key Qualifications for Tier 2 Help Desk IT Support?

    Key qualifications for Tier 2 Help Desk IT Support typically include Computer Occupations and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

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    Interview Tips for Tier 2 Help Desk IT Support Job Success

    Pennant Group interview tips for Tier 2 Help Desk IT Support

    Here are some tips to help you prepare for and ace your Tier 2 Help Desk IT Support job interview:

    Before the Interview:

    Research: Learn about the Pennant Group's mission, values, products, and the specific job requirements and get further information about

    Other Openings

    Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

    Dress Professionally: Choose attire appropriate for the company culture.

    Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

    Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

    During the Interview:

    Be Punctual: Arrive on time to demonstrate professionalism and respect.

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    Final Thought:

    To prepare for your Tier 2 Help Desk IT Support interview at Pennant Group, research the company, understand the job requirements, and practice common interview questions.

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    By following these tips, you can increase your chances of making a positive impression and landing the job!

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