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It Help Desk Intern Jobs in Silver Spring, MD (NOW HIRING)

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

Socket.dev

IT Help Desk Manager

Herndon, VA · On-site

$90 - $120/hr

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

Lender Service Provider LLC

IT Help Desk I

Fairfax, VA · On-site

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.

Window Nation

IT Help Desk Administrator

Fulton, MD · On-site

Company Description Window Nation is a rapidly growing home remodeling business. We have an A Plus rating with the BBB and the Super Service award with Angie's List. We have an excellent reputation

Window Nation

IT Help Desk Administrator

Fulton, MD · On-site

Company Description Window Nation is a rapidly growing home remodeling business. We have an A Plus rating with the BBB and the Super Service award with Angie's List. We have an excellent reputation

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It Help Desk Intern information

See Silver Spring, MD salary details

$9

$18

$26

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

As of Aug 28, 2026, the average hourly pay for it help desk intern in Silver Spring, MD is $18.02, according to ZipRecruiter salary data. Most workers in this role earn between $14.90 and $19.90 per hour, depending on experience, location, and employer.

What does an IT Help Desk Intern do?

An IT Help Desk Intern assists with providing technical support to employees or customers within an organization. Their responsibilities often include troubleshooting hardware and software issues, setting up new devices, responding to support tickets, and helping maintain IT documentation. Interns work under the supervision of experienced IT staff and gain hands-on experience with various systems and tools. This role is designed to help interns develop foundational IT skills and prepare them for future careers in information technology.

What are the key skills and qualifications needed to thrive as an IT Help Desk Intern, and why are they important?

To thrive as an IT Help Desk Intern, you need a basic understanding of computer hardware, operating systems, troubleshooting techniques, and typically a relevant education in IT or computer science. Familiarity with ticketing systems, remote desktop tools, and common office software is often required, and certifications like CompTIA A+ can be advantageous. Strong communication skills, patience, and a willingness to learn set outstanding interns apart. These competencies are crucial for efficiently resolving technical issues, supporting users, and growing into more advanced IT roles.

What are some common challenges faced by IT Help Desk Interns, and how can they overcome them?

IT Help Desk Interns often encounter challenges such as handling multiple support requests simultaneously, troubleshooting unfamiliar technical issues, and communicating effectively with users who have varying levels of technical knowledge. To overcome these challenges, interns should prioritize tasks based on urgency, utilize available documentation, and ask questions when unsure. Building strong communication skills and being proactive in learning about frequently used systems will also help interns provide better support and grow in the role.

What is the difference between It Help Desk Intern vs It Support Technician?

AspectIt Help Desk InternIt Support Technician
Required CredentialsHigh school diploma or equivalent; some technical courseworkAssociate's degree or relevant certifications (e.g., CompTIA A+)
Work EnvironmentInternship setting, often in a corporate or IT departmentFull-time technical support role, often in IT service desks or support centers
Employer & Industry UsageEntry-level, often in educational or training environmentsProfessional support roles across various industries
Common Search & ComparisonYesYes

The main difference between an It Help Desk Intern and an It Support Technician lies in experience and responsibilities. Interns are typically in training, assisting with basic tasks, while technicians handle more complex support issues. Internships serve as a stepping stone to full support roles, which require more technical skills and certifications.

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 are popular job titles related to It Help Desk Intern jobs in Silver Spring, MD?

For It Help Desk Intern jobs in Silver Spring, MD, the most frequently searched job titles are:

What job categories do people searching It Help Desk Intern jobs in Silver Spring, MD look for?

The top searched job categories for It Help Desk Intern jobs in Silver Spring, MD are:

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

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

It Help Desk Intern jobs near you
Infographic showing various It Help Desk Intern job openings in Silver Spring, MD as of August 2026, with employment types broken down into 1% As Needed, 75% Full Time, 21% Part Time, and 3% Contract. Highlights an 84% Physical, 3% Hybrid, and 13% Remote job distribution, with an average salary of $37,490 per year, or $18 per hour.

IT Help Desk Manager

Herndon, VA • On-site

IntelliDyne
See more jobs at IntelliDyneexternal

Full-time

Posted 11 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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