[Remote] Tier 2 Tech Support Specialist, Madison County AND Franklin, OH

Note: The job is a remote job and is open to candidates in USA. INFO ORIGIN INC is seeking a skilled Tier 2 Technical Support Specialist to deliver advanced technical support and system access management for a user base of approximately 15,000 employees. In this role, you will troubleshoot complex issues, ensure business continuity, and provide high-quality customer service while working within the ServiceNow ITSM platform.

Responsibilities

• Provide Tier 2 support for end users, resolving complex hardware, software, and application issues with minimal supervision.
• Troubleshoot workstation and desktop problems, including device configuration, installation, and maintenance.
• Diagnose and resolve issues related to network connectivity, information security, and application performance.
• Support business continuity by helping ensure systems, applications, and devices remain operational during incidents or service disruptions.
• Manage user accounts, access, and system permissions in alignment with organizational policies and security standards.
• Use ServiceNow to document, track, prioritize, and close support tickets while maintaining strong customer satisfaction.
• Collaborate with Tier 3 Support, Infrastructure, Security, and Business teams to escalate and resolve complex technical issues.
• Provide guidance, documentation, and best-practice recommendations for Microsoft Office 365 and other enterprise tools.
• Maintain current knowledge of technologies, processes, and security protocols to ensure secure and efficient support delivery.

Skills

• 2+ years of experience in technical support, desktop support, or a related IT field.
• Strong proficiency with Microsoft Office 365, Windows operating systems, and workstation hardware.
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience using ServiceNow or similar IT Service Management (ITSM) platforms.
• Ability to troubleshoot independently, prioritize tasks, and work effectively in a fast-paced environment.
• Excellent communication, customer service, and documentation skills.

Company Overview

• Info Origin is a global provider of information technology consulting, application development and software engineering services. It was founded in 2009, and is headquartered in Topeka, Kansas, USA, with a workforce of 51-200 employees. Its website is https://infoorigin.com.

Company H1B Sponsorship

• Info Origin Inc. has a track record of offering H1B sponsorships, with 2 in 2025, 2 in 2024, 4 in 2022, 1 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.