Job Description

Job Description

Level 2 Help Desk / Network Support

Location: Tuscaloosa, AL ( Onsite 4 days per week - required )

Compensation: $25-$30/hour (hourly to start; transition to salary)

Schedule: Flexible shifts; some evenings and Saturdays (11am-8pm Wednesday - Sunday)

Start: ASAP (targeting January)

About the Role

We are hiring a Level 2 Help Desk / Network Support Technician to support a growing technical support environment and help improve ticket throughput and response times.

This is a hands-on Level 2 escalation role supporting end users across internet, Wi-Fi, voice, and property technology services. You'll handle escalated tickets from Level 1, perform deeper troubleshooting, and work closely with networking and field teams when issues require escalation.

This position is onsite in Tuscaloosa four days per week with 1 work-from-home day and is intended for someone looking to grow toward Level 3, network engineering, NOC Engineer or leadership responsibilities.

Key Responsibilities

• Serve as the escalation point for unresolved Level 1 support tickets
• Troubleshoot connectivity issues involving internet, Wi-Fi, phone, and TV services
• Diagnose issues with routers, modems, switches, and access points
• Perform remote diagnostics and confirm device status
• Reboot switches, ports, and access points as needed
• Review logs, alerts, and monitoring data to identify root causes
• Escalate true Level 3 issues to Network Engineering or the NOC
• Assist field technicians by validating service activation during installs or service calls
• Document all troubleshooting steps and resolutions in the ticketing system

Requirements

• 1-3 years of experience in help desk, ISP support, technical support, or a similar role
• Working knowledge of:
• TCP/IP
• Routers and modems
• Wi-Fi and access points
• DNS and DHCP
• Experience using ticketing systems and remote diagnostic tools
• Strong customer communication skills; able to explain technical steps clearly and calmly
• Comfortable supporting end users who may be frustrated or non-technical
• Ability to determine whether issues are customer-side, hardware-related, or network-related

Preferred (not required):

• Experience with switches, routers, and access point troubleshooting
• Exposure to ISP, telecom, property tech, or hospitality networks
• Studying for or holding a CCNA or similar networking certification
• Interest in advancing toward Level 3 or network engineering responsibilities

Work Environment & Schedule

• High volume of end-user support and customer education
• Tickets may be submitted by internal IT teams or end users directly
• Flexible scheduling with coverage across:
• 9:00am-6:00pm
• 11:00am-8:00pm
• Evening shift is typically required once per week
• Some Saturday coverage
• Onsite presence in Tuscaloosa is required four days per week

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.

Job Tags

Hourly pay, Work at office, Local area, Immediate start, Remote work, Work from home, Flexible hours, Night shift, Weekend work, Afternoon shift, 1 day per week,

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