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Desktop Support Level 2 Jobs in Silver Spring, MD

Desktop Support

Washington, DC · On-site

$23 - $29.25/hr

Demonstrated ability to concisely summarize and document client issues is required. 2 years minimum ... Strong Level 1 network and VPN diagnosis and troubleshooting skills. Knowledge of BlackBerry ...

... with service level agreements (SLAs). * Install, configure, and maintain operating systems ... HDI Desktop Support Technician Certification * HDI Customer Service Representative Certification

... with service level agreements (SLAs). * Install, configure, and maintain operating systems ... HDI Desktop Support Technician Certification * HDI Customer Service Representative Certification

... with service level agreements (SLAs). * Install, configure, and maintain operating systems ... HDI Desktop Support Technician Certification * HDI Customer Service Representative Certification

... with service level agreements (SLAs). * Install, configure, and maintain operating systems ... HDI Desktop Support Technician Certification * HDI Customer Service Representative Certification

Desktop Support Manager

Bethesda, MD · On-site

$82K - $149K/yr

The Desktop Support Manager will lead a team of approximately 8-10 desktop engineers while serving as the highest level of technical escalation for complex desktop, endpoint, imaging, application ...

Administrative Support Level II Category: Administration Main location: United States, District of Columbia, Washington Position ID:J0426-2545 Employment Type: Full Time Position Description: At the ...

Ensure adherence to IT security protocols Qualifications: * 2+ years in IT or desktop support roles * Proficiency with Windows, macOS, and Office 365 * Familiarity with basic networking and endpoint ...

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Desktop Support Level 2 information

See Silver Spring, MD salary details

$10

$27

$47

How much do desktop support level 2 jobs pay per hour?

As of Jul 13, 2026, the average hourly pay for desktop support level 2 in Silver Spring, MD is $27.91, according to ZipRecruiter salary data. Most workers in this role earn between $21.39 and $31.83 per hour, depending on experience, location, and employer.

What are typical day-to-day responsibilities for a Desktop Support Level 2 technician?

A Desktop Support Level 2 technician usually handles escalated technical issues that Level 1 support cannot resolve, including more complex hardware, software, and network troubleshooting. Daily tasks often involve responding to support tickets, installing or upgrading software, managing user accounts, and performing system maintenance. You may also assist with onboarding new hires, provide one-on-one user training, and contribute to IT documentation. The role frequently involves working closely with IT team members and end users, requiring strong communication and a service-oriented mindset.

What are the key skills and qualifications needed to thrive in the Desktop Support Level 2 position, and why are they important?

To thrive as a Desktop Support Level 2, you need solid troubleshooting abilities with operating systems (Windows, macOS), hardware, and software, often backed by relevant experience or an associate degree. Familiarity with remote support tools, Active Directory, ticketing systems, and certifications like CompTIA A+ or Microsoft Certified: Modern Desktop Administrator are commonly expected. Strong communication, patience, and a proactive approach to problem-solving help you collaborate effectively and deliver excellent user support. These skills and qualities are crucial for minimizing downtime, boosting user productivity, and ensuring seamless IT operations within an organization.

What is a Desktop Support Level 2 job?

A Desktop Support Level 2 job involves providing advanced technical support for end-users by troubleshooting hardware, software, and network issues. Level 2 technicians handle more complex problems escalated from Level 1 support, perform system updates, and assist with installations and configurations. They may also collaborate with IT teams to resolve recurring technical issues and improve system efficiency. Strong problem-solving skills and knowledge of operating systems, networking, and enterprise applications are essential.

What are popular job titles related to Desktop Support Level 2 jobs in Silver Spring, MD? For Desktop Support Level 2 jobs in Silver Spring, MD, the most frequently searched job titles are:
What job categories do people searching Desktop Support Level 2 jobs in Silver Spring, MD look for? The top searched job categories for Desktop Support Level 2 jobs in Silver Spring, MD are:
Manager II, Desktop Support

Manager II, Desktop Support

Navy Federal Credit Union

Vienna, VA • On-site

Other

Posted 4 days ago


Navy Federal Credit Union rating

8.1

Company rating: 8.1 out of 10

Based on 272 frontline employees who took The Breakroom Quiz

60th of 148 rated financial services


Job description

Overview

Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship.
The Manager II - Desktop Support Services is responsible for providing operational leadership across Desktop Support functions, ensuring the delivery of consistent, accurate, and timely technical support while maintaining a first-class end-user experience. This role leads multiple teams supporting enterprise customers through a variety of service channels, including chat, email, walk-up, phone, and ticketing systems within a multi-location, high-volume operational environment. The position is accountable for service performance, workforce management, operational governance, security compliance, customer satisfaction, financial stewardship, and continuous service improvement.

As a Manager II, this role leads managers and experienced professionals and is accountable for the performance and outcomes of multiple related teams. The position partners with senior leadership to define strategic direction, operational objectives, policies, and execution plans that influence departmental performance and broader organizational results.
The Manager II - Desktop Support Services is expected to operate as a strategic operational leader, balancing day-to-day execution with long-term planning. The role drives organizational performance through leadership, governance, innovation, workforce development, risk management, financial stewardship, and continuous improvement while ensuring exceptional service delivery and customer experience across all Desktop Support functions.

Responsibilities

Strategic Leadership & Business Planning

  • Contribute to the development, execution, and administration of Desktop Support strategy, operational priorities, and organizational goals.
  • Establish operational objectives, policies, procedures, and performance standards that align with business and enterprise objectives.
  • Develop and implement operational strategies that enhance service quality, operational efficiency, and customer experience.
  • Represent Desktop Support in executive briefings, planning sessions, governance reviews, and cross-functional initiatives.
  • Bring external perspectives and industry best practices into the organization by remaining current on emerging technologies, automation capabilities, regulatory requirements, and technology service trends.

Service Delivery & Operational Excellence

  • Lead operational and business analysis efforts to identify opportunities for improvement and implement action plans that improve service performance and reduce recurring issues.
  • Collaborate cross-functionally to address root causes, improve operational processes, and increase service efficiency through automation and self-service capabilities.
  • Oversee multiple support functions and teams to ensure the consistent application of service standards, performance expectations, KPIs, and security controls.
  • Establish and monitor performance metrics to measure operational effectiveness and customer outcomes.
  • Drive continuous improvement initiatives focused on customer satisfaction, operational efficiency, scalability, and service quality.

Leadership & Workforce Management

  • Lead, mentor, and develop managers, team leads, and technical professionals to achieve organizational objectives and build future leadership capability.
  • Ensure effective workforce planning, capacity management, succession planning, and resource optimization across multiple teams.
  • Foster a culture of accountability, teamwork, customer service excellence, and continuous professional development.
  • Guide leaders in enhancing decision-making capabilities and operational independence while maintaining alignment with organizational priorities.
  • Ensure teams consistently meet or exceed established performance expectations and service commitments.

Governance, Risk & Security

  • Participate in Information Security councils, working groups, governance boards, and tiger teams to support enterprise security initiatives.
  • Evaluate the Desktop Support threat landscape and recommend enhancements to policies, standards, and procedures to reduce risk and strengthen security posture.
  • Serve as a stakeholder within governance bodies such as the Desktop Governance Board (DGB) and Change Advisory Board (CAB) to support effective change management and operational governance.
  • Develop and maintain contingency, business continuity, and disaster recovery plans to ensure uninterrupted support operations during outages and major disruptions.
  • Ensure compliance with organizational standards, regulatory requirements, policies, and security controls.

Financial & Vendor Management

  • Manage operational budgets and ensure adherence to organizational financial controls and standards.
  • Oversee resource allocation, staffing investments, project funding, and operational expenditures.
  • Establish and maintain effective vendor relationships that support current operations and future business needs.
  • Oversee vendor performance and ensure alignment with service expectations and organizational objectives.

Project & Program Leadership

  • Oversee departmental and enterprise initiatives involving technology, operational processes, cross-functional teams, and third-party vendors.
  • Lead large-scale operational and technology projects that enhance service delivery capabilities, improve user experience, and support business growth.
  • Manage resources, timelines, and priorities across multiple workstreams to ensure successful execution of strategic initiatives.

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education, training, and experience
  • 10-15 years of relevant experience in Desktop Support, IT Operations, Service Management, Service Desk, Request Management, Incident Management, Desktop Projects, or related technology support functions.
  • 5-10 years of leadership or management experience overseeing technical support teams, operational functions, or multiple related teams.
  • Proven experience managing and leading multiple teams or functions within a technical support environment.
  • Experience leading technical support teams in high-volume, multi-channel environments.
  • Proven ability to influence service delivery strategy and develop operational plans.
  • Strong expertise in workforce planning, operational process improvement, and vendor management.
  • Demonstrated ability to manage resources, budgets, and operational priorities across multiple teams.
  • Strong strategic thinking, analytical, and decision-making abilities.
  • Excellent communication, problem-solving, conflict resolution, and stakeholder management skills.

Required Certifications:

  • ITILv4
  • CompTIA A+
  • HDI Desktop Support Manager

Desired Qualifications

  • PMP
  • Microsoft 365 Certified: Fundamentals
  • CCNA
  • CompTIA Security+
  • CompTIA Network+

Additional Information

Hours:

  • Monday - Friday, 8:00AM - 4:30PM


Locations:

  • 820 Follin Lane, Vienna, VA 22180
  • 5510 Heritage Oaks Drive, Pensacola, FL 32526

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Our approach to careers is simple yet powerful: Make our mission your passion. * FORTUNE 100 Best Companies to Work For 2026 * Yello and WayUp Top 100 Internship Programs 2025 * Computerworld Best Places to Work in IT 2026 * Most Loved Workplace - America's Top Most Loved Workplaces 2025 * 2025 PEOPLE Companies That Care * Newsweek Most Trustworthy Companies in America 2026 * Military Times 2025 Best for Vets Employers * Forbes 2026 America's Best Large Employers * Forbes 2025 America's Best Employers for New Grads * Forbes 2025 America's Best Employers for Tech Workers * 2025 RippleMatch Campus Forward Award Winner for Overall Excellence * Military.com Top Military Spouse Employers 2025 * 2026 Handshake Early Talent Award * Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026 From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union. Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law. Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status. Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site. Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process. Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

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About Navy Federal Credit Union

Sourced by ZipRecruiter

Navy Federal Credit Union, based in Vienna, Virginia, United States, is a significant player in the financial services industry. Their official website is navyfederal.org. With its roots dating back to 1933, it was initially established to provide credit to Navy members. Over the years, Navy Federal has magnified its scope, evolving into a full-service credit union serving all branches of the military, the Department of Defense, veterans, and their families. The company’s core values include integrity, service, education, and leadership. Navy Federal aims to be the most preferred and trusted financial institution serving the military and their families.

Industry

Finance and insurance

Company size

10,000+ Employees

Headquarters location

Vienna, VA, US

Year founded

1933