Level 2 Help Desk​/Network

Level 2 Help Desk / Network Support Technician

Location:

Tuscaloosa, AL – Onsite 4 days per week (1 work‑from‑home day).

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

Schedule:

Flexible shifts; some evenings and Saturdays (11am‑8pm Wed‑Sun). 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 one work‑from‑home day and is intended for someone looking to grow toward Level 3, network engineering, NOC Engineer, or leadership 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

• 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

• 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

• 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 and 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

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact