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Remote Support Jobs in Severn, MD (NOW HIRING)

System One

Senior Help Desk Engineer

Bethesda, MD · Remote

$80K - $95K/yr

Familiarity with help desk ticketing systems and remote support tools * Onsite work commitment of 40 hours per week * Onsite support experience in a professional environment System One, and its ...

System One

Senior Help Desk Engineer

Bethesda, MD · Remote

$80K - $95K/yr

Familiarity with help desk ticketing systems and remote support tools * Onsite work commitment of 40 hours per week * Onsite support experience in a professional environment System One, and its ...

System One

Senior Help Desk Engineer

Bethesda, MD · Remote

$80K - $95K/yr

Familiarity with help desk ticketing systems and remote support tools * Onsite work commitment of 40 hours per week * Onsite support experience in a professional environment System One, and its ...

System One

Senior Help Desk Engineer

Bethesda, MD · Remote

$80K - $95K/yr

Familiarity with help desk ticketing systems and remote support tools * Onsite work commitment of 40 hours per week * Onsite support experience in a professional environment System One, and its ...

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All JobsSupport JobsRemote Support JobsRemote Support Jobs in Severn, MD

Remote Support information

See Severn, MD salary details

$16

$28

$49

How much do remote support jobs pay per hour?

As of Aug 8, 2026, the average hourly pay for remote support in Severn, MD is $28.96, according to ZipRecruiter salary data. Most workers in this role earn between $21.39 and $31.54 per hour, depending on experience, location, and employer.

What is the easiest remote support job to get hired for?

Entry-level remote support roles, such as help desk technician or customer support agent, are generally the easiest to secure due to lower experience requirements. These positions often require basic technical knowledge, good communication skills, and familiarity with common support tools like ticketing systems, making them accessible for beginners.

What are the key skills and qualifications needed to thrive as a remote support specialist, and why are they important?

To thrive as a Remote Support specialist, you need strong problem-solving abilities, technical troubleshooting skills, and typically a background in IT or customer support. Familiarity with remote desktop tools, ticketing systems, and common operating systems is essential, and certifications like CompTIA A+ or Microsoft Certified support credentials are often preferred. Excellent communication, patience, and active listening set top performers apart in this role. These skills ensure efficient resolution of technical issues while maintaining a positive customer experience, which is critical for client satisfaction and organizational success.

What is the difference between Remote Support vs Help Desk Technician?

AspectRemote SupportHelp Desk Technician
CredentialsTypically requires certifications like CompTIA A+ or Network+Often requires similar certifications, such as CompTIA A+ or Microsoft Certified
Work EnvironmentProvides technical assistance remotely via phone, chat, or remote access toolsProvides support primarily via phone or in-person, often within an office setting
Employer & Industry UsageUsed across IT, tech support, and customer service industriesCommon in IT, corporate, and customer service sectors

Remote Support and Help Desk Technician roles share similar credentials and work environments, focusing on troubleshooting and resolving technical issues. Remote Support emphasizes remote assistance using remote access tools, while Help Desk Technicians may work on-site or via phone. Both roles are vital in IT support, often overlapping in skills and certifications.

What are remote support jobs?

Remote support jobs include positions such as remote technical support specialist, information technology support specialist, systems support specialist, and remote help desk support analyst, to name just a few. Your specific responsibilities depend on the field in which you work, and many fields, including business, healthcare, customer service, and education, employ support specialists to answer calls about hardware and software issues. Your duties also depend on the type of support you provide. Your job may focus on server or database problems, or you may work to troubleshoot systems administration issues or answer general customer questions.

What are some common challenges faced by professionals in a remote support role, and how can they be addressed?

One common challenge in Remote Support roles is effectively diagnosing and resolving issues without physical access to devices, which requires strong communication skills and proficiency with remote troubleshooting tools. Professionals may also face difficulties managing multiple support tickets simultaneously, making time management and prioritization essential. Building rapport with users remotely can be more challenging than in-person interactions, so maintaining a patient and empathetic approach is crucial. Regular training on new software and staying updated on company protocols also help Remote Support professionals deliver effective assistance.

What is remote support?

Remote support refers to technical assistance provided to users over the internet or other networks, without the need for a technician to be physically present. It typically involves troubleshooting computer issues, software installation, or system maintenance by accessing the user's device remotely. This allows for faster issue resolution and convenience for both the support provider and the end user. Remote support is commonly used in IT helpdesks and customer service environments.
More about Remote Support jobs
What are the most commonly searched types of Support jobs in Severn, MD? The most popular types of Support jobs in Severn, MD are:
What job categories do people searching Remote Support jobs in Severn, MD look for? The top searched job categories for Remote Support jobs in Severn, MD are:
What cities near Severn, MD are hiring for Remote Support jobs? Cities near Severn, MD with the most Remote Support job openings:
Remote Support jobs near you

SupportCenter Specialist - Tier 1

Optimal Networks

Rockville, MD • Remote

$25 - $28/hr

Full-time

Medical, Dental, Vision, Life, PTO

Re-posted 10 days ago

Job description

Position Summary

As an Optimal SupportCenter Specialist, you will provide remote support services for our clients. Working remotely, you will gather the client's information and determine the customer's issue by analyzing the symptoms and determining the underlying problem. You will be troubleshooting a wide variety of issues and supporting a huge range of operating environments.


Location: Hybrid - Monday Remote, 4 days in office, 1 day remote

Scheduled Weekly Hours: 40 (Full-Time)

Travel Required: Less than 5%


Responsibilities

This position has the following responsibilities.

  • Handling customer technical support cases through phone and email submission
  • Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
  • Provide superb technical support for:
  • End-user devices: desktops, laptops, mobile devices, printers, scanners etc.
  • Desktop Operating Systems - Windows and MAC OS
  • Software Support across various types of software (e.g., MS Office, POS system, accounting software etc.)
  • User Administration and Identity Management - Active Directory, MFA (Azure AD, Okta etc.)
  • Cloud based (SaaS) system - Microsoft 365, Windows365 etc.
  • Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems.
  • Document clear and concise facts-based actions and information in the ITSM system and maintain accurate time recording.
  • Ensure the user is updated on status of incident, communicated on the solution, and is satisfied with solution before closing ticket.
  • Provide case status updates to management and end-users according to service level guidelines
  • Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer
  • Provide / offer guidance and help users solve common IT problems.
  • Create and maintain relevant processes, procedures, and knowledge article documentation.
  • Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
  • Performs miscellaneous job-related duties as assigned.


Reporting Relationship

Reports to: Reactive Operations Center (ROC) team lead


Attributes

To be successful in this position employee will have the following attributes

  • Client-focused. You are empathetic and "read" people and situations well. You understand that helping clients meet their business goals is critical to success. You like to take care of people and help make their work easier. You are excellent at setting expectations and careful to deliver on your promises.
  • Attention to detail. You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel.
  • Scrupulous, ethical, and honest. You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.
  • Problem Solver. You use your skills and knowledge to solve the problem, not just the symptoms, looking to ensure that it is always fixed the first time.


Skills, Qualifications and Experience


Skills

Mandatory

  • Strong knowledge of customer service practices and procedures
  • Strong interpersonal and communication skills; able to translate technical issues to non-technical people, in written, verbal, and non-verbal communications
  • Developed troubleshooting and diagnostic skills
  • Demonstrated ability to function in a non-scripted helpdesk environment
  • Demonstrated experience providing remote support via remote tools
  • Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations.

Desirable

  • Demonstrated knowledge and understanding of Microsoft Windows Server products (2012 R2, 2016, 2019), Microsoft Azure Cloud based services.
  • Demonstrated knowledge and understanding networking technologies and concepts (TCP/IP, Wireless, Security etc.)


Qualifications

Mandatory

  • High school diploma or GED
  • CompTIA A+

Desirable

  • HDI - Support Center Analyst (HDI-SCA)
  • ITIL v4 Foundations Certification or Knowledge Centered Service (KCS) Principles and Foundations
  • CompTIA Network+, CompTIA Security+
  • Microsoft 365 Certified: Fundamentals
  • Microsoft 365 Certified: Modern Desktop Administrator Associate


Experience

Mandatory

  • 2+ years of Service/Help Desk experience providing IT Support
  • Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools.
  • Comfortable working a shift that falls between 10:00 AM and 9:00 PM to help provide late-day coverage in our 24/7/365 operation.

Desirable

Managed Service Provider (MSP) Experience in a Service Desk Role

What We Offer

  • You won't have to leave us to get ahead. Our high performers stick with us and grow with us. We're good at what we do. We have fun, and we are fun.
  • You play a key role in helping others succeed, and you get to see the daily impact and importance of your work. You aren't a cog in the wheel - you matter.
  • As you spend time with us, you will quickly see that we live by our core values. Tell the Truth, Do the Right Thing, Everyone Benefits
  • We offer a competitive salary and benefits, including medical, dental, vision, and life insurance, 15 days of PTO annually, tuition reimbursement, and more.

About Optimal Networks

Founded in 1991, Optimal Networks, LLC is a values-based consulting organization that helps small and mid-sized law firms, associations, and businesses solve problems by way of thoughtful technology guidance and white-glove service.


Last year, our Founder & CEO literally wrote the book on strategic legal technology, which you can learn more about here. https://www.modernlawfirmbook.com/


With nearly 20 workplace excellence awards under our belts and a top ethics award to boot, we take our people and our environment to heart. Take a look at the Scrapbook page on our website and listen to this podcast with our Founder & CEO to see (and hear) what we mean.


https://www.optimalnetworks.com/company/scrapbook/

https://theteamworkadvantage.transistor.fm/episodes/heinan-landa-the-power-of-strong-organizational-core-values


It boils down to this: a team that is happy and engaged is going to provide its clients with the absolute highest level of service. We're about helping people in the best possible way and delivering the kind of support that our competitors wish they could match.


Join us?

Apply