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Remote Help Desk Tier 2 Jobs in Silver Spring, MD

Aretec Inc

CBP Technology Service Desk

Ashburn, VA · Remote

$21 - $28.75/hr

Position SummaryAretec is seeking a Help Desk Specialist I (Tier 1 Agent - External) to support the ... Escalate incidents to Tier 2 or Tier 3 support teams using ticket transfer and warm‑call transfer ...

System One

Help Desk Specialist

Vienna, VA · Remote

$20 - $25/hr

Hybrid - onsite and remote Hours: M-F 8am-4:30pm No Clearance but full background check to include ... Desired - 3+ years of Tier 1 support and capabilities or similar * Desired - Call Center or front ...

Ardent Eagle Solutions

Help Desk Specialist

Washington, DC · On-site +1

$26 - $33/hr

Approximately 2 years of experience in a help desk, technical support, or related IT support role ... This position is not eligible for full-time remote work or for candidates located outside of the ...

System One

Senior Help Desk Engineer

Bethesda, MD · Remote

$80K - $95K/yr

Requirements * Minimum of 5+ years of IT support experience, including at least 2 years in a ... Familiarity with help desk ticketing systems and remote support tools * Onsite work commitment of ...

QBE LLC

Service Desk Technician: Tier 2

Fort Belvoir, VA · Remote

Utilize Microsoft Remote Desktop (RDP) and CA Remote to install/configure software and troubleshoot ... CA - Service Desk ticketing System. CA Remote tools. RDP remote tools. NAC Tools. Establish and/or ...

System One

Senior Help Desk Engineer

Bethesda, MD · Remote

$80K - $95K/yr

Requirements * Minimum of 5+ years of IT support experience, including at least 2 years in a ... Familiarity with help desk ticketing systems and remote support tools * Onsite work commitment of ...

System One

Senior Help Desk Engineer

Bethesda, MD · Remote

$80K - $95K/yr

Requirements * Minimum of 5+ years of IT support experience, including at least 2 years in a ... Familiarity with help desk ticketing systems and remote support tools * Onsite work commitment of ...

System One

Senior Help Desk Engineer

Bethesda, MD · Remote

$80K - $95K/yr

Requirements * Minimum of 5+ years of IT support experience, including at least 2 years in a ... Familiarity with help desk ticketing systems and remote support tools * Onsite work commitment of ...

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Remote Help Desk Tier 2 information

See Silver Spring, MD salary details

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

As of Aug 15, 2026, the average hourly pay for remote 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 the difference between Remote Help Desk Tier 2 vs Remote Support Specialist?

AspectRemote Help Desk Tier 2Remote Support Specialist
CertificationsCompTIA A+, Network+CompTIA A+, Microsoft Certified
Work EnvironmentHelp desk, technical support teamsCustomer support, technical troubleshooting
Industry UsageIT services, tech companiesIT, telecommunications, software firms

Remote Help Desk Tier 2 focuses on resolving escalated technical issues, often requiring deeper technical knowledge and certifications. Remote Support Specialists provide technical assistance to customers, often across various industries. While both roles involve remote troubleshooting, Tier 2 technicians handle more complex problems within IT support teams, whereas Support Specialists may have broader customer service responsibilities.

What is a remote help desk tier 2?

Remote Help Desk Tier 2 technicians are IT professionals who provide advanced technical support to users experiencing issues with hardware, software, or network systems. Unlike Tier 1, which handles basic troubleshooting, Tier 2 technicians address more complex problems that require in-depth knowledge and may involve remote diagnostics or system configuration. They often work with end users via phone, chat, or remote desktop tools, and may escalate issues to Tier 3 if necessary. Their goal is to resolve technical incidents efficiently while ensuring user satisfaction.

What are the key skills and qualifications needed to thrive as a remote help desk tier 2?

To thrive as a Remote Help Desk Tier 2, you need advanced troubleshooting skills, strong knowledge of operating systems, networks, and common enterprise software, typically supported by experience in IT support and relevant certifications like CompTIA A+ or Microsoft certifications. Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and diagnostic utilities is essential. Excellent communication, patience, and problem-solving skills help you effectively resolve issues and support end-users remotely. These skills are crucial for ensuring timely issue resolution, minimizing downtime, and maintaining user satisfaction in a distributed work environment.

What are some common challenges faced by remote help desk tier 2 technicians, and how can they be managed effectively?

Remote Help Desk Tier 2 technicians often encounter challenges such as troubleshooting complex technical issues without physical access to devices, managing multiple support tickets simultaneously, and effectively communicating solutions to users with varying technical backgrounds. To manage these challenges, it's important to develop strong problem-solving skills, maintain clear documentation, and leverage remote diagnostic tools. Regular collaboration with Tier 1 and Tier 3 teams also helps ensure efficient resolution of escalated issues and continuous learning.

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:

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For Remote Help Desk Tier 2 jobs in Silver Spring, MD, the most frequently searched job titles are:

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Remote Help Desk Tier 2 jobs near you

Help Desk Specialist II (Tier II- Advanced Support)

Home - ARETEC

Ashburn, VA • Remote

Full-time

Re-posted 25 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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