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Remote Desktop Support Analyst Jobs in Silver Spring, MD

Datalab USA

Systems Analyst I

Germantown, MD · Remote

Support Windows 11 laptops/desktops and peripherals, Windows Servers, and VOIP phone systems ... Conduct remote support sessions using remote session tools and perform software and system ...

Fanniemae

Desktop Packaging Engineer

Reston, VA · On-site +1

This role partners closely with application owners, security, deployment, and support teams to ... remote. Fannie Mae is an equal opportunity employer and considers qualified applicants for ...

Datalab USA

Systems Analyst I

Germantown, MD · Remote

$65K - $75K/yr

Support Windows 11 laptops/desktops and peripherals, Windows Servers, and VOIP phone systems ... Conduct remote support sessions using remote session tools and perform software and system ...

Maximus

ITSM Entitlement Analyst

VA · On-site +1

This role is remote. The ITSM Entitlement Analyst supports the contract by providing enterprise software licensing and business process analysis services across desktop software environments. This ...

Maximus

ITSM Entitlement Analyst

VA · On-site +1

This role is remote. The ITSM Entitlement Analyst supports the contract by providing enterprise software licensing and business process analysis services across desktop software environments. This ...

Maximus

ITSM Entitlement Analyst

VA · On-site +1

This role is remote. The ITSM Entitlement Analyst supports the contract by providing enterprise software licensing and business process analysis services across desktop software environments. This ...

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All JobsRemote Desktop Support Analyst JobsRemote Desktop Support Analyst Jobs in Silver Spring, MD

Remote Desktop Support Analyst information

See Silver Spring, MD salary details

$11

$27

$41

How much do remote desktop support analyst jobs pay per hour?

As of Jun 25, 2026, the average hourly pay for remote desktop support analyst in Silver Spring, MD is $27.80, according to ZipRecruiter salary data. Most workers in this role earn between $23.12 and $31.06 per hour, depending on experience, location, and employer.

What is a Remote Desktop Support Analyst job?

A Remote Desktop Support Analyst provides technical assistance to users by troubleshooting and resolving issues related to remote desktop connections, software, and hardware. They support employees working remotely by diagnosing network problems, configuring systems, and ensuring secure access to company resources. Analysts often use remote tools to access devices, install updates, and guide users through technical challenges. Strong problem-solving skills and knowledge of operating systems, security protocols, and IT support practices are essential for this role.

What are the typical daily responsibilities of a Remote Desktop Support Analyst?

As a Remote Desktop Support Analyst, your typical day involves responding to support tickets, troubleshooting software and hardware issues for end users, and guiding clients through technical solutions via phone, chat, or remote access tools. You’ll regularly document issues, escalate unresolved problems to higher-level technicians, and ensure hardware and software updates are applied remotely. Proactive communication with users and collaborating with other IT team members is often required to resolve complex problems efficiently. This role is dynamic, requiring you to juggle multiple tasks while maintaining a high standard of customer service throughout the workday.

What are the key skills and qualifications needed to thrive in the Remote Desktop Support Analyst position, and why are they important?

To thrive as a Remote Desktop Support Analyst, you typically need strong troubleshooting abilities, technical knowledge of Windows and Mac operating systems, and experience with network connectivity issues, often supported by a relevant IT degree or certifications like CompTIA A+, Network+, or Microsoft certifications. Familiarity with remote desktop tools such as TeamViewer, Remote Desktop Protocol (RDP), and ticketing systems is essential. Excellent communication, patience, and problem-solving skills enable effective support and customer satisfaction. These capabilities are critical for efficiently resolving technical issues remotely and ensuring minimal disruption for end users.

What are popular job titles related to Remote Desktop Support Analyst jobs in Silver Spring, MD? For Remote Desktop Support Analyst jobs in Silver Spring, MD, the most frequently searched job titles are:
What job categories do people searching Remote Desktop Support Analyst jobs in Silver Spring, MD look for? The top searched job categories for Remote Desktop Support Analyst jobs in Silver Spring, MD are:
What cities near Silver Spring, MD are hiring for Remote Desktop Support Analyst jobs? Cities near Silver Spring, MD with the most Remote Desktop Support Analyst job openings:
Remote Desktop Support Analyst jobs near you
Infographic showing various Remote Desktop Support Analyst job openings in Silver Spring, MD as of June 2026, with employment types broken down into 73% Full Time, 17% Part Time, 2% Temporary, and 8% Contract. Highlights an 100% Remote job distribution, with an average salary of $57,826 per year, or $27.8 per hour.

Help Desk Specialist II (Tier II- Advanced Support)

Home - ARETEC

Ashburn, VA • Remote

Full-time

Posted 4 days ago

Job description

Help Desk Specialist II (Tier 2 – Advanced Support)

CBP Technology Service Desk (TSD)

Location: Remote

Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)

Employment Type: Fulltime

Clearance Requirement: CBP Background Investigation (Unclassified)

Position Summary

Aretec is seeking a Help Desk Specialist II (Tier 2 – Advanced Support) to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers secondlevel troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's missioncritical IT environment. The ideal candidate brings strong technical depth, excellent problemsolving skills, and experience supporting enterprisescale systems.

What You'll Do

  • Provide 24x7x365 Tier II advanced technical support for incidents and service requests transferred via ServiceNow tickets or warmtransferred calls.
  • Perform advanced remote troubleshooting for:
  • Mobile devices and CBP mobile service environment (AirWatch/Workspace ONE)
  • Email services and Microsoft Outlook
  • Personal Identity Verification (PIV) card authentication
  • Remote VPN access (GlobalProtect and Zscaler)
  • Remote access via DHS Workplace (WaaS)
  • Microsoft Office products
  • Windows OS and Active Directory
  • Remote software installations
  • Resolve ≥90% of tickets assigned to Tier II in alignment with AQL targets.
  • Process ≥90% of Tier II tickets within 4 hours (resolved or escalated).
  • Answer ≥80% of transferred calls and chats within 60 seconds.
  • Escalate incidents to nextlevel support teams, including internal CBP groups and thirdparty vendors, as required.
  • Perform remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras.
  • Install approved software using Governmentprovided tools and processes.

Required Qualifications

  • High school diploma or equivalent; Associate's degree in IT preferred.
  • Minimum 2 years of experience providing IT help desk or technical support with Tier IIlevel troubleshooting.
  • Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).
  • Experience supporting VPN technologies, remote access tools, and PIV/smart card authentication.
  • Ability to work rotating shifts, including nights, weekends, and holidays.
  • Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Preferred Qualifications

  • CompTIA A+, Network+, or Security+ certification.
  • HDI Desktop Support Technician certification.
  • Experience with AirWatch/Workspace ONE MDM.
  • Experience with GlobalProtect VPN and Zscaler.
  • Experience using the ServiceNow ITSM platform.
  • Prior federal government or CBP Tier II support experience.
  • ITIL Foundation certification.

Equal Opportunity Employer

Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

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