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Entry Level Help Desk Support Jobs in Gaithersburg, MD

Essnova Solutions, Inc.

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation. * Operate and manage the TRIRIGA Help Desk ...

Essnova Solutions, Inc.

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation. * Operate and manage the TRIRIGA Help Desk ...

Essnova Solutions, Inc.

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation. * Operate and manage the TRIRIGA Help Desk ...

Beyond SOF

Help Desk Specialist I

Laurel, MD · On-site

Provides 24/7/365 rotating schedule Help Desk support as defined by first response/Tier 2 support. * Provides phone and in-person support to users in the areas of e-mail, LAN/WAN, directories ...

TEKsystems

Help Desk/Deployment SME

Bethesda, MD

$36.06/hr

Support User Acceptance Testing activities. * Provide advanced Tier 2 support during deployment. * Investigate and resolve complex enrollment issues. * Coordinate with Agency Help Desk leadership.

TEKsystems

Help Desk/Deployment SME

Bethesda, MD

$36.06/hr

This individual develops training materials, supports the Agency Help Desk, and provides advanced Tier 2 troubleshooting expertise. Responsibilities • Develop Knowledge Base articles and ...

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Entry Level Help Desk Support information

See Gaithersburg, MD salary details

$11

$22

$35

How much do entry level help desk support jobs pay per hour?

As of Aug 23, 2026, the average hourly pay for entry level help desk support in Gaithersburg, MD is $22.52, according to ZipRecruiter salary data. Most workers in this role earn between $18.94 and $24.95 per hour, depending on experience, location, and employer.

What is an entry level help desk support?

Entry Level Help Desk Support roles are positions in IT departments where individuals provide first-line technical assistance to users experiencing computer or software issues. These professionals help troubleshoot problems, answer questions, and sometimes escalate more complex issues to higher-level support. They often work via phone, email, or chat, and are essential for maintaining smooth technology operations in organizations. This is a common starting point for pursuing a career in information technology.

What are the key skills and qualifications needed to thrive as an entry level help desk support?

To thrive as an Entry Level Help Desk Support, you need a solid understanding of basic computer systems, troubleshooting techniques, and often a relevant associate degree or technical certification such as CompTIA A+. Familiarity with ticketing systems, remote desktop tools, and common operating systems like Windows and macOS is typically required. Strong communication, patience, and problem-solving skills set standout candidates apart in this customer-facing role. These skills and qualifications ensure efficient resolution of technical issues, positive user experiences, and reliable IT support within organizations.

What are some common challenges faced by entry level help desk support professionals, and how can they be managed?

Entry level help desk support professionals often encounter challenges such as handling a high volume of support tickets, troubleshooting unfamiliar technical issues, and communicating effectively with users who have varying levels of technical knowledge. To manage these challenges, it's important to prioritize tasks, make use of internal knowledge bases and resources, and develop strong interpersonal skills. Regular feedback from more experienced team members and ongoing training can also help new help desk professionals build confidence and improve their problem-solving abilities.

What is the difference between Entry Level Help Desk Support vs Technical Support Specialist?

AspectEntry Level Help Desk SupportTechnical Support Specialist
Required CertificationsCompTIA A+ often preferredCompTIA A+ or Network+ common
Work EnvironmentHelp desk, call centers, on-site supportCustomer sites, remote support, call centers
Industry UsageIT, tech companies, small businessesIT, telecommunications, software firms
Common Search IntentEntry level support roles, troubleshooting basicsTechnical troubleshooting, advanced support tasks

Entry Level Help Desk Support typically involves basic troubleshooting, customer service, and hardware/software support in help desk environments. Technical Support Specialist roles often require more technical knowledge and may involve resolving more complex issues. Both roles share certifications like CompTIA A+ and are common in IT industries, but the Technical Support Specialist usually handles more advanced problems.

What are popular job titles related to Entry Level Help Desk Support jobs in Gaithersburg, MD?

For Entry Level Help Desk Support jobs in Gaithersburg, MD, the most frequently searched job titles are:

What job categories do people searching Entry Level Help Desk Support jobs in Gaithersburg, MD look for?

The top searched job categories for Entry Level Help Desk Support jobs in Gaithersburg, MD are:

What cities near Gaithersburg, MD are hiring for Entry Level Help Desk Support jobs?

Cities near Gaithersburg, MD with the most Entry Level Help Desk Support job openings:

Entry Level Help Desk Support jobs near you
Infographic showing various Entry Level Help Desk Support job openings in Gaithersburg, MD as of August 2026, with employment types broken down into 1% As Needed, 69% Full Time, 24% Part Time, and 6% Contract. Highlights an 87% Physical, 4% Hybrid, and 9% Remote job distribution, with an average salary of $46,844 per year, or $22.5 per hour.

Help Desk Support

Essnova Solutions, Inc.

Washington, DC • On-site

$23.25 - $31.75/hr

Full-time

Re-posted 22 days ago

Job description

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation.

  • Operate and manage the TRIRIGA Help Desk function (Tier 1–3 escalation model) during designated hours of operation (7:00 AM–6:00 PM ET), ensuring compliance with defined SLA response and resolution timelines.
  • Log, triage, categorize, prioritize, and resolve user-reported incidents using an industry-standard ticket management system; escalate unresolved issues per defined procedures.
  • Provide Tier 1 support for user navigation, permissions, access, reporting, and functional inquiries; coordinate Tier 2/3 escalation for complex workflow, integration, or production issues.
  • Monitor incoming tickets for Critical and High priority issues and ensure immediate response within required timeframes (e.g., 15-minute logging for Critical incidents).
  • Analyze recurring issues and trends to proactively identify systemic problems and recommend preventive solutions to Application Development and PM leadership.
  • Administer user accounts and role-based permissions within TRIRIGA, process BEARS access requests, and maintain updated user lists in monthly status reports.
  • Produce and submit required reports including Monthly Help Desk Logs and Bi-Weekly Bug/Defect Tracking Logs with resolution metrics, response times, and LOE summaries.
  • Maintain and update Knowledge Management (KM) repository, FAQs, and support documentation to promote user self-service and reduce recurring ticket volume.
  • Support system releases and upgrades by providing surge support coverage, post-release stabilization assistance, and user communications.

Requirements

  • Must have experience supporting TRIRIGA and/or other IWMS systems for Federal Agencies
  • Must have expertise in ticket management systems (e.g., ServiceNow)
  • Must have experience resolving user issues in IWMS systems
  • Must have familiarity with TRIRIGA permissions, role-based access, and interface troubleshooting