Help Desk Support Specialist Tier 2

The IT Operations Support Specialist will play a critical role in maintaining smooth IT operations by handling Tier 2 technical issues, supporting projects, and ensuring timely resolution of service requests. This position requires a balance of advanced troubleshooting skills and strong customer service, as the specialist will also respond to incoming calls and manage tickets in the support queue.

Location: Remote (US)

Salary: $25.00 - $27.00/hour in addition to a competitive bonus plan

Responsibilities

• Diagnose and resolve escalated technical issues related to hardware, software, and network systems.
• Collaborate with Tier 1 support and other IT teams to ensure efficient problem resolution.
• Assist in IT operations projects, including system upgrades, deployments, and process improvements.
• Document project tasks and provide status updates to stakeholders.
• Answer incoming support calls and provide prompt assistance to end-users.
• Monitor and manage tickets in the queue, ensuring timely response and resolution.
• Escalate complex issues to Tier 3 or specialized teams when necessary.
• Maintain accurate records of issues, resolutions, and project activities.
• Contribute to knowledge base articles and process documentation.

Requirements

• Associate degree in Information Technology or related field (or equivalent experience).
• 4+ years of experience in IT support, with exposure to Tier 2 troubleshooting.
• Strong understanding of Windows and MacOS environments, networking fundamentals, and common enterprise applications.
• Excellent communication and customer service skills.
• Ability to prioritize tasks and work in a fast-paced environment.

Benefits

• medical, dental, vision, AD&D, short and long-term disability, and life insurance.
• Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay and an Employee Assistance Program.

Additional Information

• LifeStance provides the compensation range and benefits that it in good faith believes it might pay and/or offer for this position. LifeStance reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by law.
• LifeStance is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive work environment for all our employees. Learn more about Diversity, Equity and Inclusion at LifeStance.
• LifeStance complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed, contact ADA@lifestance.com. Inquiries regarding applications, resumes and applicant status should not be sent to this email address. To apply, use the careers page.