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Remote Help Desk Tier 2 Jobs in Silver Spring, MD

Eliassen Group

IT Support Specialist

Washington, DC · Remote

$20 - $25/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

... remote Tier 1 application support for end users of the Asset Forfeiture Program. The role will ... Remedy help desk ticketing system. * Monitor and track inquiries escalated to Tier 2 through ...

Terrestris LLC

Service Desk Technician I

Washington, DC · On-site +1

  • Medical

  • Retirement

  • PTO

This position is remote/hybrid; candidates must be willing to work on-site when required. This ... A minimum of (2) years of IT Help Desk experience to Include Help Desk Administration and User ...

Hirekeyz Inc

SAP Analyst FM

Washington, DC · Remote

Experience in the software development lifecycle in a Tier 2 environment and postproduction support ... Working knowledge of a Help Desk I/T Support System and Metrics Reporting. * Management of SAP ...

System One

Cloud Service Desk Engineer

Bethesda, MD · Remote

$55 - $70/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Support VDI connectivity engineering, ensuring remote users on macOS and Windows platforms can ... We help clients get work done more efficiently and economically, without compromising quality.

System One

Cloud Service Desk Engineer

Bethesda, MD · Remote

$55 - $70/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Support VDI connectivity engineering, ensuring remote users on macOS and Windows platforms can ... We help clients get work done more efficiently and economically, without compromising quality.

System One

Cloud Service Desk Engineer

Bethesda, MD · Remote

$55 - $70/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Support VDI connectivity engineering, ensuring remote users on macOS and Windows platforms can ... We help clients get work done more efficiently and economically, without compromising quality.

System One

Cloud Service Desk Engineer

Bethesda, MD · Remote

$55 - $70/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Support VDI connectivity engineering, ensuring remote users on macOS and Windows platforms can ... We help clients get work done more efficiently and economically, without compromising quality.

Booz Allen Hamilton, Inc.

Operations Team Shift Lead

Chantilly, VA · On-site +1

$86K - $198K/yr

  • Medical

  • Life

  • Retirement

  • PTO

... and Tier-II help desk support tickets, resolving issues for our end users as they develop and ... Remote : If this position is listed as remote, there may still be occasions when you are required ...

TEKsystems

Service Desk Manager

Catonsville, MD · Remote

$50/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

KEY RESPONSIBILITIES Lead Tier I/Tier II service desk operation/Contact Center for 150,000+ annual ... We help clients activate ideas and solutions to take advantage of a new world of opportunity. We ...

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All JobsHelp Desk Tier 2 JobsRemote Help Desk Tier 2 JobsRemote Help Desk Tier 2 Jobs in Silver Spring, MD

Remote Help Desk Tier 2 information

See Silver Spring, MD salary details

$13

$23

$35

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:

What are popular job titles related to Remote Help Desk Tier 2 jobs in Silver Spring, MD?

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

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The top searched job categories for Remote Help Desk Tier 2 jobs in Silver Spring, MD are:

What cities near Silver Spring, MD are hiring for Remote Help Desk Tier 2 jobs?

Cities near Silver Spring, MD with the most Remote Help Desk Tier 2 job openings:

Remote Help Desk Tier 2 jobs near you

Service Desk Technician L2

Milestone Technologies, Inc.

Washington, DC • Remote

Full-time

Re-posted 14 days ago

Job description

Would you like to work in a dynamic fast-moving environment that values social interaction as well as technical prowess? We pride ourselves on hiring bright, driven, enthusiastic Help Desk Technicians that have experience in supporting in primarily PC environments but can also handle a Mac equally well. Our workplace is where you will sharpen existing skills and develop new ones around new technology as it emerges. It is a bright, vibrant, challenging environment that leave you feeling like you've helped make an impact. We need people who can hold a conversation as well as resolve complex technical issues effectively and efficiently through multiple mediums (chat, ticket, phone). We want people for whom going over and above is second nature, who value the people behind the problems, and for whom technology is their passion. We want to deliver the best IT Help Desk experience in the world and if you think you are up to the challenge, read on.


Apply critical thinking to complex user requests and provides as much context and information as possible to deliver the best solutions as quickly as possible
Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network
Support user requests and performs remote installations as needed
Assist remote users with access problems ranging from password resets to network access failures
Support messaging & calendaring services and content collaboration
Support issues with mobile devices
Lead in ticket processes and provides coaching for other technicians when workflow deficiencies are identified Have deep understanding of defined team metrics, such as backlog, aging, effectiveness; this technician then takes actions based on the current trends in service
Attend and participate in weekly team syncs by driving actionable discussions
Display learning agility by actively seeking answers when technically challenged
Seek feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements

Skills

HS Diploma or GED

3+ years of experience in a Help Desk role w/walk-up service required, VIP support preferred

Strong interpersonal communication skills with a high degree of empathy is a must

Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required

Advanced working knowledge of collaboration tools such as Slack, Teams and Google Workspace required

Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions, is required

Knowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, is a plus

Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred

Experience in supporting PCs and Windows OS in a commercial or enterprise environment

Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment

Working knowledge of video collaboration, including tools like Zoom, WebEx, etc.

Working knowledge of Active Directory and basic AD administration

Employment Type: US Regular FT

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