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

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

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 ...

Next Step Systems

Help Desk Analyst, Tier 2-3

Centreville, VA · On-site

$20.25 - $27.75/hr

Help Desk Analyst, Tier 2-3, Centreville, VA We are looking for a Tier 2-3 Help Desk Analyst for the Helpdesk. We are looking for candidates with 4-5 years of experience that are comfortable with ...

Beyond SOF

Service Desk Tier 2 (TS/SCI)

Reston, VA · On-site

Service Desk Tier 2 (TS/SCI) * Reston, VA, USA * Full-time * Clearance: Top Secret/SCI * Must be 8570 compliant * Good communication skills and the ability to work in a high paced environment

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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 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 2 Service Desk L2

Sharp Solutions Inc

Reston, VA

$21.25 - $29.25/hr

Full-time

Re-posted 15 days ago

Job description


Service Desk (Tier 2) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT Related) via the provided Service Desk support management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI (http://www.thinkhdi.com/), best practices and established procedures and processes. End User Support includes Desktop support services that cannot be resolved remotely by Tier I.
Routine Duties/Job Requirements:

• Enter and manage technical support incidents in a ticketing system

• Troubleshoot, identify, and resolve problems and escalating problems to appropriate systems engineers

• Troubleshoot and resolve Tier 2 support issues via phone, email, remote desktop and on site, using remote desktop tools (Microsoft Remote Desktop, Bomgar)

• Resolve issues and maintaining customer contacts according to a specified service level

• Provide customer support personnel with adequate training to maintain and resolve the following client issues via telephone: Active Directory (AD), AD password resets, Mobile Device Management (iOS and Android devices) and network connectivity

• Maintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc. and provide on-site customer support and training

• Troubleshoot software and hardware problems with the expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staff

• Add and delete user accounts and maintain groups as required

• Log and report each service request and problem report. Requires familiarity with the use of trouble ticketing system (Footprints, Remedy etc.)

• Assistance with Mobile Device Management service activation, general troubleshooting, wiping devices.

• Assist end users of applications software operating on Windows 7, Windows 10 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported

• Assist customers with and resolve routine application questions, all versions of Microsoft Office Suite, Google mail, Calendar and Drive issues

• Perform desktops and laptops set-up; re-imaging, wiping and general hardware troubleshooting

• Perform troubleshooting of local and network printer issues

• Perform manual antivirus scan of desktop/laptop after malicious incident notification

• Test software upgrades provided by the client, provide user upgrade plan, schedule upgrades with users and conduct upgrades

• Notify client of any unresolved user problems, outstanding trouble calls or other areas of concern


Qualifications

• 2+ years of help desk support experience
• Bachelor's degree in Computer Science, Engineering, or a related field is preferred
• Experience with Microsoft Windows 7/10, Active Directory, Apple/iOS and Android devices, Microsoft Remote Desktop, Bomgar, Footprints, Remedy.
• Experience using Google Mail, Calendar and Drive
Skills

• Strong written and oral communication skills are required
• Must have a positive team player attitude
• Strong analytical skills and be a creative self-starter with the ability to work both independently and as a team player
• Excellent time management skills to coordinate many different types of diverse activities
• High level of analytical and technical skills and mastery of software is required to maintain data
• Must be organized and detail-oriented
• Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner
SSi is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. SSi also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability. VETS are encouraged to apply.

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