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It Help Desk Assistant Jobs in Silver Spring, MD

IntelliDyne

IT Help Desk Manager

Herndon, VA · On-site

IT Help Desk Manager Location: Herndon, VA (100% Onsite) Clearance: Active Secret or higher Status: Exempt About This Role The IT Help Desk Manager is responsible for leading and supporting a team of ...

IntelliDyne

IT Help Desk Manager

Herndon, VA · On-site

IT Help Desk Manager Location: Herndon, VA (100% Onsite) Clearance: Active Secret or higher Status: Exempt About This Role The IT Help Desk Manager is responsible for leading and supporting a team of ...

ford agency

IT Help Desk Technician

Washington, DC

$51K - $82K/yr

The Ford Agency is actively recruiting for an IT Help Desk Technician for a top DC law firm. This individual will join a busy team, provide IT support to end-users, identify trends with incidents and ...

AXIS Management Group, LLC

Be Seen First

IT Help Desk Technician

Arlington, VA · On-site

$58K - $70K/yr

We are seeking a Tier 2 IT Help Desk Technician to provide on-site technical support for a Federal ... * Assist with configuration management, patch management, security protocols, group policy objects ...

Lender Service Provider LLC

IT Help Desk I

Fairfax, VA · On-site

$45K - $65K/yr

IT Help Desk I Merrifield, VA Description You are our competitive advantage. Our team of innovators and seasoned professionals fosters an environment where our teammates and our clients can thrive.

Rapid Strategy

IT Help Desk Specialist

Washington, DC · On-site

$65 - $90/hr

Position Overview Rapid Strategy is seeking an experienced IT Help Desk Specialist to support a federal customer in Washington, DC. This position provides advanced Tier II desktop support across ...

AHU Technologies Inc

IT Help Desk Specialist

Washington, DC · On-site

$32 - $35/hr

... * Assist with password resets, account unlocks, and identity management through Active Directory ... Serve as the first point of contact for IT support requests via phone, email, ticketing system, or ...

Window Nation

IT Help Desk Administrator

Fulton, MD · On-site

Responsibilities -Provide helpdesk support and resolve problems to the end user's satisfaction ... Service Desk for escalation -Assign users and computer to proper groups in Active Directory ...

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It Help Desk Assistant information

See Silver Spring, MD salary details

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How much do it help desk assistant jobs pay per hour?

As of Sep 4, 2026, the average hourly pay for it help desk assistant in Silver Spring, MD is $21.55, according to ZipRecruiter salary data. Most workers in this role earn between $18.12 and $23.85 per hour, depending on experience, location, and employer.

What does an IT Help Desk Assistant do?

An IT Help Desk Assistant provides technical support and troubleshooting assistance to employees or customers experiencing computer or software issues. They help resolve problems related to hardware, software, network connectivity, and other IT-related concerns, often by answering calls, responding to emails, or using remote access tools. Additionally, they may assist with setting up new equipment, installing software, and maintaining IT documentation. Their main goal is to ensure that users can work efficiently by minimizing downtime caused by technical problems.

What are the key skills and qualifications needed to thrive as an IT Help Desk Assistant?

To thrive as an IT Help Desk Assistant, you need foundational knowledge of computer hardware, operating systems, troubleshooting, and often an associate degree or relevant certifications like CompTIA A+. Familiarity with ticketing systems, remote support tools, and basic network protocols is typically required. Strong communication, patience, and problem-solving abilities set top candidates apart in this role. These skills and qualities are crucial for efficiently resolving technical issues and providing excellent user support in a timely manner.

What are some common challenges faced by IT Help Desk Assistants and how can they be managed?

IT Help Desk Assistants frequently encounter challenges such as troubleshooting a wide variety of technical issues, managing multiple support requests simultaneously, and effectively communicating with users who have varying levels of technical knowledge. To manage these challenges, it's important to stay organized, prioritize tasks based on urgency, and actively develop strong customer service and problem-solving skills. Collaborating closely with more experienced IT staff and utilizing a ticketing system can also help streamline workflows and ensure timely resolution of issues.

What is the difference between It Help Desk Assistant vs IT Support Specialist?

AspectIt Help Desk AssistantIT Support Specialist
CertificationsCompTIA A+, Network+CompTIA A+, Network+, Cisco CCNA
Work EnvironmentHelp desk, call center, on-site supportHelp desk, on-site, remote support
Employer & Industry UsageCorporate, educational, healthcareCorporate, enterprise, technical support
Common Search & ComparisonYesYes

While both roles involve assisting users with technical issues, the IT Support Specialist typically has more advanced skills and handles more complex problems. The Help Desk Assistant primarily provides basic support and triages issues. Both roles are essential in IT support teams, but the Specialist often requires additional certifications and experience.

What are the most commonly searched types of It Help Desk jobs in Silver Spring, MD?

The most popular types of It Help Desk jobs in Silver Spring, MD are:

What cities near Silver Spring, MD are hiring for It Help Desk Assistant jobs?

Cities near Silver Spring, MD with the most It Help Desk Assistant job openings:

It Help Desk Assistant jobs near you

IT Help Desk Manager

IntelliDyne Jobs for Veterans

Herndon, VA • On-site

Full-time

Posted 17 days ago

Job description

IT Help Desk Manager

Location: Herndon, VA (100% Onsite)

Clearance: Active Secret or higher

Status: Exempt

About This Role

The IT Help Desk Manager is responsible for leading and supporting a team of 10-15 Tier 1 help desk agents in a fast-paced service delivery environment. This position ensures high-quality customer service, timely incident resolution, and continuous improvement of help desk operations. The Manager oversees daily queue management, agent performance, training, and alignment with IT service management (ITSM) standards.

 

Responsibilities

Team Leadership & Supervision

  • Manage, mentor, and develop a team of 10-15 Tier 1 agents, promoting a positive and productive work environment.
  • Schedule staff to ensure appropriate coverage across operating hours.
  • Conduct regular one-on-ones, team meetings, and performance evaluations.
  • Provide coaching, remedial training, and escalation support as needed.

Operational Management

  • Oversee Tier 1 ticket queues to ensure SLAs and KPIs are consistently met or exceeded.
  • Monitor ticket volume, trends, and service quality to identify operational improvements.
  • Ensure proper documentation, categorization, and prioritization of all incidents and requests.
  • Coordinate escalations to Tier 2/3 teams following established workflows.

Customer Service & Quality Assurance

  • Maintain a customer-first culture across the help desk.
  • Handle complex or escalated customer issues with professionalism and urgency.
  • Review ticket quality and customer satisfaction results, implementing process improvements where needed.

Training & Development

  • Onboard new team members and provide ongoing training in tools, processes, and customer service best practices.
  • Maintain up-to-date knowledge base articles, scripts, and troubleshooting guides.
  • Identify skill gaps and develop targeted training plans.

Reporting & Continuous Improvement

  • Generate regular performance reports on KPIs (first-call resolution, SLA compliance, CSAT scores, etc.).
  • Participate in ITSM process improvement initiatives and cross-team coordination efforts.
  • Recommend changes to improve service delivery, workflows, and technical proficiency across the team.

 

Required Qualifications

  • 5-10 years of experience in an IT support environment, with at least 1-2 years in a supervisory or lead role.
  • Strong understanding of Tier 1 support operations, troubleshooting techniques, and IT service workflows.
  • Experience with ITSM ticketing systems (e.g., ServiceNow, Cherwell, Jira Service Management, Remedy).
  • Excellent interpersonal, communication, and conflict-management skills.
  • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
  • Ability to analyze metrics and drive performance improvements.
  • Working knowledge of Windows operating systems, Office 365, basic networking, and common enterprise applications.
  • Active Secret clearance or higher.
  • HDI Certification (e.g., Support Center Manager or Desktop Support Manager)

 

Preferred Qualifications

  • ITIL Foundation certification.
  • MCP, MCSA or MCSE certifications.
  • Experience supporting enterprise or government environments.
  • Knowledge of SLA management and service desk best practices.
  • Experience leading teams of 10+ employees in a high-volume support environment.

About Us

IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.

For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.

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