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Help Desk Support Jobs in Reston, VA (NOW HIRING)

MSM Technology

Help Desk Lead

Washington, DC · On-site

MSM Technology is seeking a Help Desk Lead to support a law enforcement customer in Washington, DC. In this role, you will manage Help Desk support across multiple tiers and lead a team of ...

RecruitTalent LLC.

Help Desk Lead

Washington, DC · On-site

$40 - $55/hr

The Contractor shall identify a full-time Help Desk Lead who will be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone ...

MSM Technology LLC

Help Desk Lead

Washington, DC

$105K - $115K/yr

Help Desk Lead We are seeking a Help Desk Lead to support a law enforcement customer in Washington, DC. This position is contingent on contract award, and in this role you will: * Be responsible for ...

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All JobsHelp Desk Support JobsHelp Desk Support Jobs in Reston, VA

Help Desk Support information

See Reston, VA salary details

$13

$24

$35

How much do help desk support jobs pay per hour?

As of Jun 10, 2026, the average hourly pay for help desk support in Reston, VA is $24.13, according to ZipRecruiter salary data. Most workers in this role earn between $20.05 and $27.07 per hour, depending on experience, location, and employer.

What are Help Desk Support professionals?

Help Desk Support professionals are IT specialists who provide technical assistance and support to users experiencing issues with computer systems, software, or hardware. They typically respond to inquiries via phone, email, or chat, and help troubleshoot and resolve technical problems. Their responsibilities may include diagnosing issues, guiding users through solutions, and escalating more complex problems to higher-level IT staff. Help Desk Support is essential for maintaining smooth technology operations in organizations and ensuring user satisfaction.

What are the most common challenges faced by Help Desk Support professionals, and how can they effectively handle them?

Help Desk Support professionals often encounter challenges such as managing high volumes of support requests, troubleshooting unfamiliar technical issues, and communicating effectively with users of varying technical skill levels. To handle these challenges, it's important to prioritize tickets based on urgency, use available knowledge bases and documentation for problem-solving, and practice clear, patient communication. Developing strong organizational skills and a collaborative approach with IT colleagues also helps streamline issue resolution and enhances the overall support experience.

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

AspectHelp Desk SupportTechnical Support Specialist
CertificationsCompTIA A+, Network+CompTIA A+, Network+, Cisco CCNA
Work EnvironmentHelp desk, call centers, remote supportTechnical troubleshooting, remote or on-site
Employer & IndustryIT service providers, corporate IT departmentsHardware/software vendors, IT departments
Common Search/ComparisonHelp Desk Support vs Technical Support Specialist

Help Desk Support primarily handles initial user issues, providing basic troubleshooting via phone or remote access. Technical Support Specialists often handle more complex technical problems, including hardware and software troubleshooting. While both roles require similar certifications and work in IT environments, Technical Support Specialists typically deal with advanced technical issues and may require additional technical skills.

What are the key skills and qualifications needed to thrive as a Help Desk Support specialist, and why are they important?

To thrive as a Help Desk Support specialist, you need a solid understanding of computer systems, troubleshooting techniques, and customer service, often supported by a relevant IT certification such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate. Familiarity with ticketing systems, remote desktop software, and common operating systems is typically required. Strong communication, patience, and problem-solving abilities help you effectively address user issues and maintain positive interactions. These skills are crucial for resolving technical problems quickly, ensuring user satisfaction, and keeping organizational IT systems running smoothly.
What job categories do people searching Help Desk Support jobs in Reston, VA look for? The top searched job categories for Help Desk Support jobs in Reston, VA are:
What cities near Reston, VA are hiring for Help Desk Support jobs? Cities near Reston, VA with the most Help Desk Support job openings:
Help Desk Support jobs near you
Help Desk Lead

Help Desk Lead

MSM Technology

Washington, DC • On-site

Full-time

Posted 3 days ago

Job description

Job Summary:
MSM Technology is seeking a Help Desk Lead to support a law enforcement customer in Washington, DC. In this role, you will manage Help Desk support across multiple tiers and lead a team of technicians providing technical support to over 3,200 users.
Responsibilities:
• Be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management.
• Lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services.
• The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment.
• Be required to be onsite in downtown Washington, DC five (5) days per week.
Qualifications:
Required:
• Possess an active Information Technology Infrastructure Library V4 (ITIL 4) certification.
• Minimum of 5 years’ overall experience with increasing responsibilities in information systems management.
• 3-5 years supervisory experience
• Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field
• Industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent
• Candidates must be willing and able to pass a customer background check, equivalent to Public Trust level
• Expert working knowledge of ServiceNow
• Experience in a quality assurance environment that includes, at a minimum, knowledge of: customer satisfaction tracking; user complaint and monitoring programs; and quality control programs
• Excellent written and verbal communication skills, including experience in presenting material to senior Government officials
• Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)
Company:
MSM Technology is an IT company that offers information technology, telecommunication, and project management services and solutions. Founded in 2004, the company is headquartered in Quantico, USA, with a team of 51-200 employees. The company is currently Growth Stage.

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