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

Omniscius Consulting

Help Desk Tier 1

Annapolis Junction, MD · On-site

$22 - $29.75/hr

Help Desk Tier 1 - System Administrator Level 1 Our client is seeking a Help Desk Tier 1 / System ... Escalate complex or unresolved issues to Tier 2 or specialized technical teams when appropriate.

New

ClearanceJobs

Service Desk Tier 2

Washington, DC · On-site

Service Desk Tier 2 Tech Support The Service Desk Tier 2 Tech Support shall be responsible for IT problems or requests that cannot be resolved at the Service Desk Tier 1 level. Tier 2 technicians ...

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

$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

$21.50 - $29.25/hr

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

$21.50 - $29.25/hr

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

$21.50 - $29.25/hr

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 ...

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 ...

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 ...

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

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 ...

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Help Desk Tier 2 information

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

As of Aug 27, 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 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 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 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:

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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 100% In-person 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 yesterday

New

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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