ZipRecruiter

Log In

1

Help Desk Tier 2 Jobs in Silver Spring, MD (NOW HIRING)

KeenLogic

Tier II Help Desk

Washington, DC · On-site

$22.75 - $30.50/hr

Tier II Help Desk Agent KeenLogic is seeking to hire a Tier II Help Desk Agent supporting the United States Senate on a multi-year Information Technology Support program, providing essential ...

KeenLogic

Tier II Help Desk

Alexandria, VA · On-site

$22 - $30/hr

KeenLogic is seeking a self-motivated and driven Tier II Help Desk Analyst with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position ...

KeenLogic

Tier II Help Desk

Alexandria, VA · On-site

$22 - $30/hr

KeenLogic is seeking a self-motivated and driven Tier II Help Desk Analyst with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position ...

OBXtek

Help Desk Tier II/ Public Trust

Washington, DC · On-site

$22.75 - $30.50/hr

Provide excellent Level 1 and Level 2 Service Desk support and exemplary customer service to on ... Ensure smooth daily operations of the help desk, and as often as possible, assume leadership role ...

OBXtek

Help Desk Tier II/ Public Trust

Washington, DC · On-site

$22.75 - $30.50/hr

Provide excellent Level 1 and Level 2 Service Desk support and exemplary customer service to on ... Ensure smooth daily operations of the help desk, and as often as possible, assume leadership role ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... Help Desk staff* Add and delete user accounts and maintain groups as required* Log and report each ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... Help Desk staff* Add and delete user accounts and maintain groups as required* Log and report each ...

kgs

Tier 2 Help Desk Engineer

Washington, DC · On-site

The ideal Tier 2 Help Desk Engineer will: * Serve as an escalation point for the Tier 1 Help Desk. * Install desktop, laptop, and tablet computers, peripherals, and software products for networked ...

Sharp Solutions, Inc.

Tier 2 Service Desk L2

Reston, VA · On-site

$21.25 - $29.25/hr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... problems within the Help Desk staff • Add and delete user accounts and maintain groups as ...

Solvere One

Help Desk Technician - Tier 2 (MSP)

Dulles, VA · On-site

$60K - $75K/yr

Help Desk Technician Tier 2 is responsible for resolving all tier 2 issues and passing all other requests on to Tier 3 technicians. Employees will be expected to remotely interact with clients daily ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Herndon, VA · On-site

$60K - $63K/yr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... problems within the Help Desk staff • Add and delete user accounts and maintain groups as ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Reston, VA

$21.25 - $29.25/hr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... problems within the Help Desk staff • Add and delete user accounts and maintain groups as ...

Sharp Solutions Inc

Tier 2 Service Desk L2

Reston, VA · On-site

$21.25 - $29.25/hr

Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service ... problems within the Help Desk staff • Add and delete user accounts and maintain groups as ...

next page

Showing results 1-20

All JobsHelp Desk Tier 2 JobsHelp Desk Tier 2 Jobs in Silver Spring, MD

Help Desk Tier 2 information

See Silver Spring, MD salary details

$13

$23

$35

How much do help desk tier 2 jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for help desk tier 2 in Silver Spring, MD is $23.93, according to ZipRecruiter salary data. Most workers in this role earn between $19.90 and $26.83 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive in the Help Desk Tier 2 position, and why are they important?

To thrive as a Help Desk Tier 2, you need advanced troubleshooting abilities, a solid understanding of operating systems and networks, and typically a degree in IT or relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional. Familiarity with ticketing systems, remote desktop tools, and Active Directory is often required to resolve escalated technical issues efficiently. Strong communication skills, patience, and a customer-focused mindset are valuable soft skills for this role. These skills are vital for effectively resolving complex problems, ensuring user satisfaction, and providing critical support to keep business technology running smoothly.

What is a Help Desk Tier 2?

A Help Desk Tier 2 job involves providing advanced technical support for IT-related issues that Tier 1 cannot resolve. Tier 2 technicians troubleshoot complex problems, assist with software and hardware issues, and may escalate unresolved cases to Tier 3. They communicate with end users, document solutions, and often have a deeper understanding of network systems and applications. Strong problem-solving skills and technical expertise are essential for this role.

What are the typical day-to-day responsibilities of a Help Desk Tier 2?

A Help Desk Tier 2 technician typically handles more complex technical issues that have been escalated from Tier 1, including troubleshooting software, hardware, and network problems. Daily tasks often involve communicating with users to diagnose issues, working within ticketing systems to track progress, and coordinating with other IT staff or vendors for resolution. You may also help implement solutions, document fixes, and sometimes assist with user training. This role usually operates in a collaborative environment, maintaining close communication with both end-users and other technical teams to ensure seamless IT support.

What are the most commonly searched types of Help Desk Tier 2 jobs in Silver Spring, MD? The most popular types of Help Desk Tier 2 jobs in Silver Spring, MD are:
What are popular job titles related to Help Desk Tier 2 jobs in Silver Spring, MD? For Help Desk Tier 2 jobs in Silver Spring, MD, the most frequently searched job titles are:
What job categories do people searching Help Desk Tier 2 jobs in Silver Spring, MD look for? The top searched job categories for Help Desk Tier 2 jobs in Silver Spring, MD are:
What cities near Silver Spring, MD are hiring for Help Desk Tier 2 jobs? Cities near Silver Spring, MD with the most Help Desk Tier 2 job openings:
Help Desk Tier 2 jobs near you
Infographic showing various Help Desk Tier 2 job openings in Silver Spring, MD as of August 2026, with employment types broken down into 100% Full Time. Highlights an 84% In-person, and 16% Remote job distribution, with an average salary of $49,780 per year, or $23.9 per hour.

Tier II Help Desk

KeenLogic

Washington, DC • On-site

$22.75 - $30.50/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 16 days ago

Job description

Tier II Help Desk Agent
KeenLogic is seeking to hire a Tier II Help Desk Agent supporting the United States Senate on a multi-year Information Technology Support program, providing essential IT services to ensure continuity of operations across Senate offices. This contract spans six years (two base years and four option years), offering long-term stability and growth.
Work will be performed on-site at Senate facilities in Washington, DC. This is a full-time position offering Fortune 500-level health, dental, vision, PTO, 401(k), and Life Insurance.
Tier II Help Desk Agents provide advanced technical support for complex desktop, application, account, and connectivity issues that cannot be resolved at the Tier I level. They serve as a key escalation point while also working directly with Senate end users, requiring strong technical troubleshooting abilities, excellent communication skills, and a customer-focused approach in a high-visibility environment.
Qualifications
  • Must be able to pass a Senate background check and must be eligible for Senate Office building access
  • 5+ years of IT support experience, including advanced desktop support and troubleshooting
  • Strong customer service and interpersonal communication skills with experience supporting executive or VIP users preferred
  • Experience troubleshooting Windows operating systems, Microsoft 365 applications, Active Directory, hardware, printers, mobile devices, and network connectivity
  • Experience working with ticketing systems and IT Service Management (ITSM) tools
  • CompTia Security+
Duties and Responsibilities
  • Serves as the primary escalation point for Tier I, providing advanced troubleshooting and resolution for complex software, hardware, and network issues
  • Performs in-depth analysis to diagnose and resolve incidents that require deeper technical knowledge or cross-system correlation
  • Uses automated information systems and ticketing tools to analyze issues, document findings, and track incident resolution through completion
  • Reviews, prioritizes, and manages escalated service requests to ensure timely resolution in accordance with service level agreements
  • Resolves issues within Tier II scope or coordinates with Tier III, systems engineering, or vendor support for further resolution
  • Provides technical guidance and mentorship to Tier I staff, including recommended troubleshooting approaches and best practices
  • Conducts technical research using vendor documentation, system logs, and internal knowledge bases to support problem resolution
  • Works with systems engineering and other technical teams to restore services, identify root causes, and prevent recurrence
  • Identifies recurring incidents or systemic issues and contributes to problem management and corrective action efforts
  • Assists with configuration, maintenance, and troubleshooting of end-user devices, applications, and connectivity within approved standards
  • Develops and updates knowledge base articles, troubleshooting guides, and documented procedures
  • Ensures compliance with security policies, configuration standards, and documentation requirements
  • Supports system upgrades, deployments, and special projects as assigned
  • Maintains situational awareness of outages, maintenance activities, and known issues and communicates effectively with users and stakeholders

Apply