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

Terrestris LLC

Service Desk Technician II

Washington, DC · On-site +1

We can help! We are seeking a Service Desk Technician II to provide IT Technology Services for the Central UNICOR office in Washington, D.C. This position is remote/hybrid; candidates must be willing ...

Aretec Inc

CBP Technology Service Desk

Ashburn, VA · Remote

$21 - $28.75/hr

Minimum 1 year of experience providing IT help desk, service desk, or technical customer support.Working knowledge of Windows operating systems, Microsoft Office, and web‑based applications.Strong ...

Terrestris LLC

Service Desk Technician I

Washington, DC · On-site +1

We can help! We are seeking a Service Desk Technician I to support IT Technology Services for the Central UNICOR office in Washington, D.C. This position is remote/hybrid; candidates must be willing ...

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 ...

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 ...

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

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 ... Knowledge and understanding of the information technology field * Basic skill troubleshooting and ...

NuAxis Innovations

IT Specialist II

Washington, DC · Remote

Remote telephone-based Call Center / Help Desk / Service Desk support services * Owning, tracking ... Two (2) + years' of customer service experience. IT Helpdesk/Service desk or call centerexperience ...

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All JobsIt Help Desk JobsRemote It Help Desk JobsRemote It Help Desk Jobs in Silver Spring, MD

Remote It Help Desk information

See Silver Spring, MD salary details

$13

$23

$35

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

As of Aug 23, 2026, the average hourly pay for remote it help desk 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 a remote IT help desk?

A Remote IT Help Desk is a service that provides technical support and assistance to users over the phone, email, or online chat, without being physically present on-site. IT Help Desk professionals troubleshoot issues related to software, hardware, networks, and other technology systems. They help resolve problems such as login issues, software installations, connectivity problems, and device malfunctions. Remote IT Help Desk services are commonly used by businesses to ensure quick and efficient support for employees, regardless of their location.

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

To thrive as a Remote IT Help Desk professional, you need a strong understanding of computer systems, troubleshooting, networking, and typically a relevant IT certification such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate. Familiarity with ticketing systems, remote desktop software, and knowledge base platforms is essential. Excellent communication, patience, and problem-solving skills set top performers apart in this role. These skills ensure efficient technical support, high customer satisfaction, and minimal downtime for users.

What are some common challenges faced by remote IT help desk professionals, and how can they be managed effectively?

Remote IT Help Desk professionals often encounter challenges such as troubleshooting technical issues without direct access to users' devices, managing communication across different time zones, and maintaining clear documentation. To manage these effectively, it's important to utilize robust remote-access tools, establish clear communication protocols, and keep detailed records of support requests and resolutions. Consistent collaboration with team members and proactive learning about emerging technologies can also help remote IT Help Desk staff overcome these challenges and provide excellent support.

What is the difference between Remote It Help Desk vs Remote Technical Support Specialist?

AspectRemote It Help DeskRemote Technical Support Specialist
CertificationsCompTIA A+, Network+CompTIA A+, Network+ or vendor-specific certifications
Work EnvironmentHelp desk ticketing systems, remote troubleshootingTechnical issue diagnosis, remote or on-site support
Industry UsageIT service providers, corporate IT departmentsIT support companies, software/hardware vendors

Remote It Help Desk and Remote Technical Support Specialist roles share similar certifications and work environments, often overlapping in troubleshooting and customer service. However, the Help Desk typically handles initial support tickets and basic issues, while Technical Support Specialists may resolve more complex technical problems. Both roles are essential in IT support, with the main difference being the complexity of issues handled.

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 Remote It Help Desk jobs in Silver Spring, MD?

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

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

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

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

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

Remote It Help Desk jobs near you
Infographic showing various Remote It Help Desk 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 $49,780 per year, or $23.9 per hour.

Help Desk Specialist II (Tier II- Advanced Support)

Home - ARETEC

Ashburn, VA • Remote

Full-time

Re-posted 2 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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