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

Aretec Inc

Tier I Shift Supervisor

Ashburn, VA · Remote

  • Medical

  • Dental

  • Vision

Remote Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and ... Required QualificationsMinimum 2 years of experience in an IT help desk or service desk environment.

Omm IT Solutions

IT Project Manager

Washington, DC · Remote

$111K - $131K/yr

This is a Remote job (part\-time 20 hrs a week). \n \n \n \n \n \n \n \n \n The candidate shall be ... A versatile understanding of Information Technology (IT) and Cybersecurity capabilities. \n * A ...

ManTech International

Remote Support Technician

Mclean, VA · On-site +1

$75K - $125K/yr

  • Medical

  • Life

  • Retirement

  • PTO

... IT, Data Analytics and Software Development. Elevate your career and make a difference. Your ... Related work experience in a technical help desk position. * Special non-commercial systems ...

Paragone Solutions, Inc.

Jr. Azure Technician

Mclean, VA · Remote

$22 - $30.25/hr

Secure IT Service Management, a division of Paragone Solutions, Inc., is seeking an Technician to ... Previous help desk or technical support experience preferred. * Excellent ability to communicate ...

Paragone Solutions, Inc.

Jr. Azure Technician

Mclean, VA · On-site +1

$21.75 - $29.75/hr

Secure IT Service Management, a division of Paragone Solutions, Inc., is seeking an Technician to ... Previous help desk or technical support experience preferred. * Excellent ability to communicate ...

System One

Service Desk Coordinator

Merrifield, VA · Remote

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Knowledge and understanding of the information technology field * Basic skill troubleshooting and ... We help clients get work done more efficiently and economically, without compromising quality.

System One

Service Desk Coordinator

Merrifield, VA · Remote

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Knowledge and understanding of the information technology field * Basic skill troubleshooting and ... We help clients get work done more efficiently and economically, without compromising quality.

System One

Service Desk Coordinator

Merrifield, VA · Remote

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Knowledge and understanding of the information technology field * Basic skill troubleshooting and ... We help clients get work done more efficiently and economically, without compromising quality.

System One

Service Desk Coordinator

Merrifield, VA · Remote

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Knowledge and understanding of the information technology field * Basic skill troubleshooting and ... We help clients get work done more efficiently and economically, without compromising quality.

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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 14, 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 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 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 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 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 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 93% Full Time, and 7% Contract. Highlights an 100% Remote job distribution, with an average salary of $49,780 per year, or $23.9 per hour.

Tier I Shift Supervisor

Aretec Inc

Ashburn, VA • Remote

Full-time

Medical, Dental, Vision

Re-posted 23 days ago

Job description

Tier I Shift SupervisorCBP Technology Service Desk (TSD)Location: Remote Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)Employment Type: Full‑timeClearance Requirement: CBP Background Investigation (Unclassified) At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data‑driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that support mission success. Position SummaryAretec is seeking a Tier 1 Shift Supervisor to provide real‑time supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier 1 operations. This role is responsible for ensuring service level objectives are met across all Tier 1 channels, providing on‑shift leadership to agents, and acting as the primary liaison between frontline staff and TSD leadership during assigned shifts. The ideal candidate is an experienced contact‑center leader with strong operational awareness and a hands‑on supervisory approach. What You'll DoProvide real‑time supervisory oversight of Tier 1 agents during assigned shifts.Monitor agent availability, productivity, and contact volumes to ensure service delivery objectives are consistently met.Ensure ≥80% of calls and chats are answered within 60 seconds in accordance with Service Level AQL requirements.Ensure ≥90% of email and self‑service tickets are processed within a 12‑hour period.Monitor and drive First Contact Resolution (FCR) performance toward the ≥80% target.Identify and escalate operational events, including volume spikes and increased wait times, in accordance with the Operations Management SOP.Serve as the on‑shift liaison between Tier 1 agents and TSD leadership.Participate in major incident management activities and ensure timely escalation to the Enterprise Operations Center (EOC).Monitor and manage sensitive or VIP customer escalations.Support development and dissemination of alert messages related to outages and known issues.Provide real‑time coaching and guidance to agents on call handling, troubleshooting techniques, and ticket documentation.Ensure at least one supervisor is on duty at all times across all locations to support 24x7 operations. Required QualificationsMinimum 2 years of experience in an IT help desk or service desk environment.Minimum 1 year of supervisory or team lead experience in a contact center or service desk setting.Strong verbal and written communication skills with the ability to lead and influence teams.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 QualificationsHDI Support Center Team Lead or similar certification.ITIL Foundation certification.Experience using ServiceNow and Amazon Connect.Prior CBP or federal government help desk experience.Bilingual (English/Spanish) proficiency preferred. Why Join AretecLead frontline operations supporting a mission‑critical CBP environment.Play a key role in maintaining service levels and customer satisfaction.Work closely with operations leadership and enterprise stakeholders.Competitive compensation and benefits, including:Health, Dental, and Vision Insurance401(k) with Employer MatchPaid Time Off and HolidaysTraining and Certification Support Equal Opportunity EmployerAretec, 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.