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Help Desk Tier 1 Jobs in Silver Spring, MD (NOW HIRING)

Apavo Corporation

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$60K/yr

Tier 1 Help Desk Analyst Location: On-site in Arlington, VA Department: Program Support Reports To: Management FLSA Status: Full Time/Non-exempt Apavo is at the forefront of cybersecurity, providing ...

Apavo Corporation

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Tier 1 Help Desk Analyst Location: On-site in Arlington, VA Department: Program Support Reports To: Management FLSA Status: Full Time/Non-exempt Apavo is at the forefront of cybersecurity, providing ...

Apavo Corporation

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Tier 1 Help Desk Analyst Location: On-site in Arlington, VA Department: Program Support Reports To: Management FLSA Status: Full Time/Non-exempt Apavo is at the forefront of cybersecurity, providing ...

SecuriGence

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Overview Tier 1 Help Desk Analyst Arlington, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional ...

Chenega Corporation

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Summary Tier 1 Help Desk Analyst Arlington, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional ...

Addison Group

Tier 1 Help Desk Technician

Washington, DC · On-site

$24 - $25/hr

Tier 1 Help Desk Technician Location: Washington DC Assignment Type: Contract to Hire Compensation: $24 - $25/hr Work Schedule: 9am - 5pm, Monday - Friday, Onsite Benefits: This position is eligible ...

kgs

Tier 1 Help Desk Engineer

Washington, DC · On-site

Koniag IT Systems LLC, a Koniag Government Services company , is seeking a self-motivated Tier 1 Help Desk Engineer to support KITS and our government customer in downtown Washington, DC. This is a ...

Koniag, Inc.

Tier 1 Help Desk Engineer

Alexandria, VA · On-site

$21.36 - $31.25/hr

Koniag IT Systems LLC, a Koniag Government Services company , is seeking a self-motivated Tier 1 Help Desk Engineer to support KITS and our government customer in downtown Washington, DC. This is a ...

USM

Help Desk Analyst Tier 1

Baltimore, MD

$20.25 - $27.75/hr

Prefer Tier 1 Help Desk experience using MS tools (MS Word, Excel, PowerPoint, and Project) and MicroStrategy, Remedy and Quality Center experience in a data warehouse environment. General Experience ...

kgs

Tier 1 Help Desk Engineer

Alexandria, VA · On-site

Koniag IT Systems LLC, a Koniag Government Services company , is seeking a self-motivated Tier 1 Help Desk Engineer to support KITS and our government customer in downtown Washington, DC. This is a ...

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All JobsHelp Desk Tier 1 JobsHelp Desk Tier 1 Jobs in Silver Spring, MD

Help Desk Tier 1 information

See Silver Spring, MD salary details

$13

$23

$34

How much do help desk tier 1 jobs pay per hour?

As of Sep 1, 2026, the average hourly pay for help desk tier 1 in Silver Spring, MD is $23.86, according to ZipRecruiter salary data. Most workers in this role earn between $19.81 and $26.78 per hour, depending on experience, location, and employer.

What is a help desk tier 1?

Help Desk Tier 1 jobs are entry-level technical support positions responsible for assisting users with basic IT issues and troubleshooting common problems, such as password resets, software installations, and connectivity issues. Tier 1 technicians are typically the first point of contact for customers seeking technical assistance by phone, email, or chat. They gather information, resolve simple technical issues, and escalate more complex problems to higher-level support if needed. This role is essential for ensuring quick response times and maintaining user satisfaction.

What are the key skills and qualifications needed to thrive as a help desk tier 1?

To thrive as a Help Desk Tier 1 specialist, you need a foundational understanding of computer systems, troubleshooting, and customer service, often supported by a relevant associate degree or technical certifications like CompTIA A+. Familiarity with ticketing systems (such as ServiceNow or Zendesk), remote desktop tools, and knowledge bases is typically required. Strong communication, patience, and problem-solving skills help you efficiently resolve user issues and provide a positive support experience. These skills and qualities are crucial for ensuring user satisfaction, minimizing downtime, and maintaining smooth IT operations.

What are some common challenges faced by help desk tier 1 professionals and how can they be managed?

Help Desk Tier 1 professionals often encounter challenges such as managing a high volume of support tickets, troubleshooting a wide range of user issues, and communicating technical solutions to non-technical users. Staying organized and prioritizing tasks is key to handling ticket volume efficiently. Additionally, developing strong communication skills and a patient, customer-focused attitude helps in resolving user concerns effectively. Regular training and collaboration with other IT team members can also improve problem-solving abilities and job satisfaction.

What is the difference between Help Desk Tier 1 vs Help Desk Tier 2?

AspectHelp Desk Tier 1Help Desk Tier 2
ResponsibilitiesInitial troubleshooting, basic issue resolution, password resetsAdvanced troubleshooting, complex issue resolution, escalation handling
Skills & CertificationsBasic technical knowledge, customer service skills, CompTIA A+ often preferredDeeper technical skills, certifications like Network+ or Microsoft certifications
Work EnvironmentFrontline support, help desk software, customer interactionSupport escalation, remote troubleshooting, technical analysis

Help Desk Tier 1 staff handle initial customer issues with basic troubleshooting, while Help Desk Tier 2 staff manage more complex problems requiring deeper technical knowledge. Tier 1 focuses on quick resolution and customer service, whereas Tier 2 involves advanced diagnostics and escalation. Both roles are essential in a typical IT support structure and often require similar certifications, but Tier 2 demands more technical expertise.

How to become a Help Desk Tier 1?

To become a Help Desk Tier 1 technician, candidates typically need a high school diploma or equivalent and basic knowledge of computer hardware, software, and operating systems. Relevant skills include troubleshooting, customer service, and familiarity with ticketing systems; certifications like CompTIA A+ can enhance prospects. Entry-level roles often require good communication skills and the ability to work in a fast-paced environment.

What are popular job titles related to Help Desk Tier 1 jobs in Silver Spring, MD?

For Help Desk Tier 1 jobs in Silver Spring, MD, the most frequently searched job titles are:

What job categories do people searching Help Desk Tier 1 jobs in Silver Spring, MD look for?

The top searched job categories for Help Desk Tier 1 jobs in Silver Spring, MD are:

What cities near Silver Spring, MD are hiring for Help Desk Tier 1 jobs?

Cities near Silver Spring, MD with the most Help Desk Tier 1 job openings:

Help Desk Tier 1 jobs near you
Infographic showing various Help Desk Tier 1 job openings in Silver Spring, MD as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, and 4% Contract. Highlights an 85% Physical, 1% Hybrid, and 14% Remote job distribution, with an average salary of $49,780 per year, or $23.9 per hour.

Help Desk Tier 1

Annapolis Junction, MD • On-site

Omniscius Consulting
See more jobs at Omniscius Consultingexternal

$22 - $29.75/hr

Full-time

Posted 6 days ago

Job description

Help Desk Tier 1 – System Administrator Level 1

Our client is seeking a Help Desk Tier 1 / System Administrator Level 1 to provide frontline technical support to users in a mission-focused environment. This position is responsible for resolving common hardware, software, account, and network connectivity issues while ensuring incidents and service requests are accurately documented and escalated when necessary.

Schedule: Friday – Monday, 12:00 PM – 10:00 PM
Clearance: Active TS/SCI
Polygraph: Full Scope Polygraph (FS Poly)
DoD 8570/8140: IAT Level I

Responsibilities

  • Respond to user support requests via phone, email, chat, and ticketing systems.

  • Log, track, update, and resolve incidents and service requests using the designated ticketing system.

  • Diagnose and resolve basic hardware, software, and network connectivity issues.

  • Provide step-by-step technical guidance to users for common IT problems.

  • Install, configure, and update software on user devices.

  • Assist with password resets, account lockouts, and user access issues.

  • Support basic printer, scanner, peripheral, and workstation troubleshooting.

  • Assist with IT asset and hardware inventory activities, including laptops, monitors, printers, and accessories.

  • Escalate complex or unresolved issues to Tier 2 or specialized technical teams when appropriate.

  • Document recurring issues, resolutions, and troubleshooting procedures for knowledge-base use.

  • Maintain and update accurate records and ticket documentation.

  • Contribute to knowledge-base articles and self-service solutions for users and technical staff.

  • Communicate technical information clearly to both technical and non-technical users.

  • Maintain a professional and customer-focused approach when working with users and coworkers.

  • Provide timely updates regarding ticket status and expected resolution.

  • Participate in team meetings, training, and knowledge-sharing activities.

  • Follow applicable IT policies, procedures, and security requirements.

  • Report potential security incidents or breaches to the appropriate team or leadership.

  • Support weekend and mission-essential operations as required.

Required Qualifications

  • Active TS/SCI security clearance.

  • Active Full Scope Polygraph.

  • High School Diploma/GED or Bachelor’s degree.

  • Customer service experience.

  • Experience working with ServiceNow or another IT service management/ticketing platform.

  • Basic knowledge of desktop hardware, software, user accounts, peripherals, and network connectivity.

  • Strong troubleshooting and problem-solving skills.

  • Strong verbal and written communication skills.

  • Ability to effectively support users with varying levels of technical knowledge.

  • Ability to work the Friday through Monday, 12:00 PM – 10:00 PM schedule.

Certification Requirements

Must meet DoD 8570/8140 IAT Level I requirements. Acceptable certifications include:

  • CompTIA A+

  • CompTIA Network+

  • Other current certifications meeting applicable IAT Level I requirements

Preferred Skills

  • Previous Tier 1 Help Desk, Service Desk, Desktop Support, or IT Support experience.

  • Experience supporting users in a DoD, Intelligence Community, or other cleared environment.

  • Experience with ServiceNow incident and service request workflows.

  • Familiarity with ITIL-based service management processes.

  • Experience supporting Microsoft Windows workstations and common enterprise applications.

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