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Epic Help Desk Remote Jobs in Silver Spring, MD (NOW HIRING)

Aretec Inc

Tier I Shift Supervisor

Ashburn, VA · Remote

  • Medical

  • Dental

  • Vision

Tier I Shift SupervisorCBP Technology Service Desk (TSD)Location: Remote Schedule: Rotating shifts ... Required QualificationsMinimum 2 years of experience in an IT help desk or service desk environment.

System One

Voice Analyst

Leesburg, VA · Remote

Hybrid - onsite and remote Responsibilities * Support day-to-day operations for cloud and on ... Work closely with the help desk, end users, and managed services provider. * Evaluate new products ...

System One

Voice Analyst

Leesburg, VA · Remote

Hybrid - onsite and remote Responsibilities * Support day-to-day operations for cloud and on ... Work closely with the help desk, end users, and managed services provider. * Evaluate new products ...

System One

Voice Analyst

Leesburg, VA · Remote

Hybrid - onsite and remote Responsibilities * Support day-to-day operations for cloud and on ... Work closely with the help desk, end users, and managed services provider. * Evaluate new products ...

System One

Voice Analyst

Leesburg, VA · Remote

Hybrid - onsite and remote Responsibilities * Support day-to-day operations for cloud and on ... Work closely with the help desk, end users, and managed services provider. * Evaluate new products ...

EffOne Technologies

Be Seen First

SAP Consultant

Arlington, VA · Remote

$40 - $42/hr

Remote Key Skills and Responsibilities * Hands-on build experience with the WalkMe console and ... Lower help-desk requests by giving users clear, real-time help right on their screens. * Strong ...

New

System One

IT Engineer - Windows and macOS

Bethesda, MD · Remote

$40 - $60/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

This is not a Tier 1 help desk role -- you will design, implement, and maintain technical controls ... and remote access configurations * Engineer and maintain endpoint configuration baselines using ...

System One

IT Engineer - Windows and macOS

Bethesda, MD · Remote

$40 - $60/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

This is not a Tier 1 help desk role -- you will design, implement, and maintain technical controls ... and remote access configurations * Engineer and maintain endpoint configuration baselines using ...

System One

IT Engineer - Windows and macOS

Bethesda, MD · Remote

$40 - $60/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

This is not a Tier 1 help desk role -- you will design, implement, and maintain technical controls ... and remote access configurations * Engineer and maintain endpoint configuration baselines using ...

System One

IT Engineer - Windows and macOS

Bethesda, MD · Remote

$40 - $60/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

This is not a Tier 1 help desk role -- you will design, implement, and maintain technical controls ... and remote access configurations * Engineer and maintain endpoint configuration baselines using ...

System One

IT Engineer - Windows and macOS

Bethesda, MD · Remote

$40 - $60/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

This is not a Tier 1 help desk role -- you will design, implement, and maintain technical controls ... and remote access configurations * Engineer and maintain endpoint configuration baselines using ...

NuAxis Innovations

IT Specialist II

Washington, DC · Remote

Remote telephone-based Call Center / Help Desk / Service Desk support services * Owning, tracking, troubleshooting and resolving IT incidents and service requests * Fulfilling requests and resolving ...

Maximus

Junior CIC Analyst

VA · On-site +1

  • Medical

  • Life

  • Retirement

  • PTO

Job-Specific Minimum Requirements - 1+ years of experience in IT support, help desk, or operations ... Remote #techjobs #clearance #veteranspage Minimum Requirements TCS217, T1, Band 4 #TSTECH ...

ManTech International

Remote Support Technician

Mclean, VA · On-site +1

$75K - $125K/yr

  • Medical

  • Life

  • Retirement

  • PTO

Related work experience in a technical help desk position. * Special non-commercial systems ... For Remote Opportunities), education and certifications as well as Federal Government Contract ...

Eliassen Group

Desktop Endpoint Engineer

Washington, DC · Remote

$45 - $50/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Collaborate with Information Security, Infrastructure, and Help Desk on endpoint strategy and ... registry, and remote support. * Working knowledge of macOS enterprise support and management.

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Showing results 41-60

All JobsEpic Help Desk JobsEpic Help Desk Remote JobsEpic Help Desk Remote Jobs in Silver Spring, MD

Epic Help Desk Remote information

See Silver Spring, MD salary details

$14

$24

$37

How much do epic help desk remote jobs pay per hour?

As of Aug 20, 2026, the average hourly pay for epic help desk remote in Silver Spring, MD is $24.90, according to ZipRecruiter salary data. Most workers in this role earn between $20.38 and $27.84 per hour, depending on experience, location, and employer.

What is an Epic Help Desk Remote?

An Epic Help Desk Remote job involves providing technical support and troubleshooting assistance for the Epic electronic health record (EHR) system from a remote location. Professionals in this role assist healthcare staff, such as doctors and nurses, with issues related to Epic software functionality, access, and usability. They communicate with users by phone, email, or chat to resolve problems, guide users through processes, and escalate complex issues to specialized teams if necessary. This position typically requires knowledge of Epic systems, strong communication skills, and the ability to work independently from home.

What skills and qualifications are needed to thrive as an Epic Help Desk Remote?

To excel as an Epic Help Desk Remote specialist, you need a strong understanding of Epic software applications, troubleshooting skills, and experience in healthcare IT, typically supported by relevant certifications or healthcare backgrounds. Familiarity with Epic modules, ticketing systems (like ServiceNow), and remote support tools is crucial. Excellent communication, patience, and problem-solving abilities help in efficiently resolving user issues and ensuring customer satisfaction. These competencies enable prompt and accurate support, minimizing system downtime and enhancing end-user productivity in healthcare environments.

What are common challenges faced by Epic Help Desk Remote staff, and how can they be addressed?

Epic Help Desk Remote team members often encounter challenges such as troubleshooting complex software issues without direct access to users' workstations and managing a high volume of support tickets. Clear communication and strong problem-solving skills are essential for gathering accurate information from end users remotely. To overcome these challenges, it is helpful to use structured workflows, maintain detailed documentation, and collaborate closely with other IT and clinical support teams. Ongoing training on Epic updates and effective time management can further enhance performance and job satisfaction.

What is the difference between Epic Help Desk Remote vs Epic Support Specialist?

AspectEpic Help Desk RemoteEpic Support Specialist
CredentialsIT certifications, Epic certificationsEpic certifications, healthcare IT experience
Work EnvironmentRemote, help desk supportOn-site or remote, healthcare IT support
Industry UsageHealthcare, IT supportHealthcare, Epic software support
Job FocusTechnical troubleshooting, user assistanceEpic system support, issue resolution

Epic Help Desk Remote roles primarily focus on providing remote technical support and troubleshooting for Epic software users, often requiring IT and Epic certifications. Epic Support Specialists may work on-site or remotely, focusing on supporting Epic systems within healthcare environments. Both roles require Epic certifications and serve the healthcare industry, but the Help Desk role emphasizes remote user assistance, while Support Specialists may handle more in-depth system issues.

What are the most commonly searched types of Epic Help Desk jobs in Silver Spring, MD?

The most popular types of Epic Help Desk jobs in Silver Spring, MD are:

What are popular job titles related to Epic Help Desk Remote jobs in Silver Spring, MD?

For Epic Help Desk Remote jobs in Silver Spring, MD, the most frequently searched job titles are:

What job categories do people searching Epic Help Desk Remote jobs in Silver Spring, MD look for?

The top searched job categories for Epic Help Desk Remote jobs in Silver Spring, MD are:

Epic Help Desk Remote jobs near you
Infographic showing various Epic Help Desk Remote job openings in Silver Spring, MD as of August 2026, with employment types broken down into 80% Full Time, and 20% Contract. Highlights an 100% Remote job distribution, with an average salary of $51,798 per year, or $24.9 per hour.

Tier I Shift Supervisor

Aretec Inc

Ashburn, VA • Remote

Full-time

Medical, Dental, Vision

Re-posted 29 days ago

Job description

Tier I Shift SupervisorCBP Technology Service Desk (TSD)Location: Remote Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)Employment Type: Full‑timeClearance Requirement: CBP Background Investigation (Unclassified) At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data‑driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that support mission success. Position SummaryAretec is seeking a Tier 1 Shift Supervisor to provide real‑time supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier 1 operations. This role is responsible for ensuring service level objectives are met across all Tier 1 channels, providing on‑shift leadership to agents, and acting as the primary liaison between frontline staff and TSD leadership during assigned shifts. The ideal candidate is an experienced contact‑center leader with strong operational awareness and a hands‑on supervisory approach. What You'll DoProvide real‑time supervisory oversight of Tier 1 agents during assigned shifts.Monitor agent availability, productivity, and contact volumes to ensure service delivery objectives are consistently met.Ensure ≥80% of calls and chats are answered within 60 seconds in accordance with Service Level AQL requirements.Ensure ≥90% of email and self‑service tickets are processed within a 12‑hour period.Monitor and drive First Contact Resolution (FCR) performance toward the ≥80% target.Identify and escalate operational events, including volume spikes and increased wait times, in accordance with the Operations Management SOP.Serve as the on‑shift liaison between Tier 1 agents and TSD leadership.Participate in major incident management activities and ensure timely escalation to the Enterprise Operations Center (EOC).Monitor and manage sensitive or VIP customer escalations.Support development and dissemination of alert messages related to outages and known issues.Provide real‑time coaching and guidance to agents on call handling, troubleshooting techniques, and ticket documentation.Ensure at least one supervisor is on duty at all times across all locations to support 24x7 operations. Required QualificationsMinimum 2 years of experience in an IT help desk or service desk environment.Minimum 1 year of supervisory or team lead experience in a contact center or service desk setting.Strong verbal and written communication skills with the ability to lead and influence teams.Ability to work rotating shifts, including nights, weekends, and holidays.Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI). Preferred QualificationsHDI Support Center Team Lead or similar certification.ITIL Foundation certification.Experience using ServiceNow and Amazon Connect.Prior CBP or federal government help desk experience.Bilingual (English/Spanish) proficiency preferred. Why Join AretecLead frontline operations supporting a mission‑critical CBP environment.Play a key role in maintaining service levels and customer satisfaction.Work closely with operations leadership and enterprise stakeholders.Competitive compensation and benefits, including:Health, Dental, and Vision Insurance401(k) with Employer MatchPaid Time Off and HolidaysTraining and Certification Support Equal Opportunity EmployerAretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.