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

Leidos

Enterprise Help Desk (EHD) Agent, Tier 1

Lorton, VA · On-site

$17.25 - $22/hr

The Mission Enablement Center (MDEC) is seeking an experienced Enterprise Help Desk (EHD) Tier 1 Agent to join our team on a high-impact government contract for the US Department of the Airforce (DAF)

TEEMA

Help Desk Specialist I - Tier 1 Support

Ashburn, VA · Remote

$48K - $50K/yr

Help Desk Specialist I (Tier 1 Support) - Remote Flexibility | 24/7 Operations Join a fast-paced technical support team delivering critical frontline assistance to external users in a 24/7/365 ...

Beyond SOF

Service Desk Tier 1 (TS/SCI)

Reston, VA · On-site

Service Desk Tier 1 (TS/SCI) * Reston, VA, USA * Full-time * Clearance: Top Secret/SCI Required Qualifications: * Must be 8570 compliant * 1-2 years of experience in professional work setting doing ...

BTI

Help Desk Tier 3 Support Personnel

Washington, DC · On-site

$23.25 - $31.50/hr

Collaborate with Tier 1 and Tier 2 support teams, system administrators, application owners ... Ability to work collaboratively across service-desk, infrastructure, application, cybersecurity ...

Mission First

Tier 1 Help Desk Support

Annapolis Junction, MD · On-site

$22 - $29.75/hr

Must have certification DoD 8570 IAT Level 1 * 5 years' experience with BS Degree (Computer Sci or equivalent) OR 10 years' experience in lieu of BS Degree * Minimum of 1 year of experience with ...

Ábaco Strategy

Tier 1, 2 and 3 Help Desk Support

Fairfax, VA · On-site

$21 - $28.50/hr

... Tier 1: 1-3 years of industry experience in providing level I & II IT Help Desk support to end users in a micro processor-based networked environment. • Tier 2: 3-5 years of experience in the ...

Solvere One

Help Desk Technician - Tier 2 (MSP)

Dulles, VA · On-site

$60K - $75K/yr

Opening Solvere One has an open position for a Help Desk Technician, Tier 2, to provide support ... from our Dulles, Virginia headquarters. The duties of the position include fielding incidents via ...

SiloSmashers

Help Desk Manager

Arlington, VA · On-site

Key Responsibilities:Supervise Tier 1/2 support staffDevelop help desk proceduresMonitor metrics and implement improvementsMinimum Requirements:8+ years of IT support experience, with 4+ in ...

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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

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

As of Sep 6, 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.

Tier 1 Helpdesk Technician

EXECUTIVE 1 HOLDING COMPANY

Silver Spring, MD

$17.50/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 20 days ago

Job description

HumanTouch is looking for a Tier 1 Help Desk Technician to support our IT Service Desk for a federal government customer.

Help Desk Technicians provide IT support for over 22000 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email and web/intranet. Help Desk Technicians use remote assistance to assist customers if the customers PC is connected to the network. Tickets are created, modified and closed in ServiceNow; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3. Help Desk Technicians research questions using available information resources, including an IT Help Desk knowledge base.

Help Desk Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.

Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Technicians work 40 hour a week shifts, according to a schedule established by the IT Help Desk Manager and Supervisors. During the training period, agents are expected on-site for an 8-hour shift, Monday through Friday, between the hours of 7:00 AM and 5:30 PM. After training is completed, a permanent schedule will be assigned based on the operational needs of the Help Desk. Technicians work on site and may be eligible for some remote work if approved by the Help Desk Manager and supervisors.

Job Requirements:

  •  Demonstrate the core competencies of communication, teamwork, adaptability, innovative outlook, and problem analysis.
  • Excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills.
  • Excellent problem-solving skills and a broad understanding of relationships between hardware and applications are necessary.
  • Proven knowledge of basic PC troubleshooting of and Windows 7 and Windows 10.
  • Professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a environment with dynamic priorities are needed to perform the job duties.
  • Must be able to obtain Public Trust security clearance.
  • Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations.

Education Requirements:

  • Help Desk Technicians should have a HS Diploma or GED. Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) and/or CompTIA A+ certification(s) preferred.

Benefits:

  • Medical, Dental, and Vision Coverage
  • PTO
  • 401(k) Matching

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