ZipRecruiter

Log In

1

Senior Help Desk Analyst Jobs in Silver Spring, MD

Apavo Corporation

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$60K/yr

Tier 1 Help Desk Analyst Location: On-site in Arlington, VA Department: Program Support Reports To: Management FLSA Status: Full Time/Non-exempt Apavo is at the forefront of cybersecurity, providing ...

Apavo Corporation

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Tier 1 Help Desk Analyst Location: On-site in Arlington, VA Department: Program Support Reports To: Management FLSA Status: Full Time/Non-exempt Apavo is at the forefront of cybersecurity, providing ...

Apavo Corporation

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Tier 1 Help Desk Analyst Location: On-site in Arlington, VA Department: Program Support Reports To: Management FLSA Status: Full Time/Non-exempt Apavo is at the forefront of cybersecurity, providing ...

Hirekeyz Inc

Senior Help Desk Technician

Washington, DC · On-site

$22.75 - $30.50/hr

Senior Help Desk Technician Location:Washington, DC 20005 (Onsite) Type: Full-Time Overview We are seeking a Senior Help Desk Technician to provide onsite IT support for a federal government client ...

TEKsystems

Help Desk Analyst

Fort Belvoir, VA · On-site

$50 - $55/hr

Description We are seeking an Sr. Tier 2 Helpdesk Specialist to support large-scale migration and ... In this role, a successful candidate you will provide IT Service Desk support installing, operating ...

TEKsystems

Help Desk Analyst

Fort Belvoir, VA

$50 - $55/hr

Description We are seeking an Sr. Tier 2 Helpdesk Specialist to support large-scale migration and ... In this role, a successful candidate you will provide IT Service Desk support installing, operating ...

Chenega MIOS

VIP Help Desk Analyst

Arlington, VA · On-site

$39.29/hr

Req ID: 41815 Summary VIP Help Desk Analyst Arlington, VA Are you ready to enhance your skills and ... Experience supporting VIP staff and Senior Leaders with technology issues. * Proficiency in using ...

next page

Showing results 1-20

All JobsHelp Desk Analyst JobsSenior Help Desk Analyst JobsSenior Help Desk Analyst Jobs in Silver Spring, MD

Senior Help Desk Analyst information

See Silver Spring, MD salary details

$55.3K

$113.6K

$147.3K

How much do senior help desk analyst jobs pay per year?

As of Sep 1, 2026, the average yearly pay for senior help desk analyst in Silver Spring, MD is $113,557.00, according to ZipRecruiter salary data. Most workers in this role earn between $93,600.00 and $141,600.00 per year, depending on experience, location, and employer.

What does a senior help desk analyst do?

A Senior Help Desk Analyst provides advanced technical support and troubleshooting for computer systems, software, and hardware issues within an organization. They handle complex user problems, mentor junior support staff, and may help develop support procedures and documentation. Additionally, they often serve as an escalation point for issues that cannot be resolved by entry-level help desk technicians. Their goal is to ensure users experience minimal downtime and maintain productivity by quickly resolving IT-related issues.

What are the key skills and qualifications needed to thrive as a senior help desk analyst?

To thrive as a Senior Help Desk Analyst, you need advanced troubleshooting skills, a strong understanding of IT systems, and experience with customer support, often backed by a relevant degree or certifications like CompTIA A+ or ITIL. Familiarity with ticketing systems (such as ServiceNow or Jira), remote support tools, and enterprise software is typically required. Outstanding communication, patience, and a customer-centric attitude are crucial soft skills for resolving complex issues and mentoring junior staff. These competencies ensure timely resolution of technical problems, high user satisfaction, and efficient IT support operations.

What are some common challenges senior help desk analysts face when supporting a large organization, and how can they effectively manage these challenges?

Senior Help Desk Analysts in large organizations often encounter challenges such as handling high ticket volumes, balancing urgent requests, and supporting a wide range of technologies. Effective time management, prioritization skills, and staying updated with the latest tools and processes are essential for success. Collaborating closely with other IT teams and maintaining clear communication with end-users can also help resolve complex issues efficiently and ensure a positive support experience.

What is the difference between Senior Help Desk Analyst vs Help Desk Technician?

AspectSenior Help Desk AnalystHelp Desk Technician
Required CertificationsCompTIA A+, HDI-SCA, ITILCompTIA A+, HDI-SCA (preferred)
Work EnvironmentCorporate IT support, enterprise environmentsHelp desk, technical support centers
Employer & Industry UsageLarge organizations, IT service providersSmall to medium businesses, IT support firms
Common Search & ComparisonHigher-level troubleshooting, escalationBasic support, issue resolution

The Senior Help Desk Analyst typically handles more complex issues, provides mentorship, and escalates problems when necessary. Help Desk Technicians focus on resolving common technical issues and providing first-level support. The senior role requires more experience and certifications, often working in larger organizations, while the technician role is more entry-level and widespread across various business sizes.

What are the most commonly searched types of Help Desk Analyst jobs in Silver Spring, MD?

The most popular types of Help Desk Analyst jobs in Silver Spring, MD are:

What are popular job titles related to Senior Help Desk Analyst jobs in Silver Spring, MD?

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

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

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

What cities near Silver Spring, MD are hiring for Senior Help Desk Analyst jobs?

Cities near Silver Spring, MD with the most Senior Help Desk Analyst job openings:

Senior Help Desk Analyst jobs near you
Infographic showing various Senior Help Desk Analyst job openings in Silver Spring, MD as of August 2026, with employment types broken down into 1% As Needed, 67% Full Time, 28% Part Time, and 4% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution, with an average salary of $113,557 per year, or $54.6 per hour.

Tier 1 Help Desk Analyst

Arlington, VA • On-site

Apavo Corporation
See more jobs at Apavo Corporationexternal

$60K/yr

Full-time

Re-posted 21 days ago

Job description

Job Title: Tier 1 Help Desk Analyst
Location: On-site in Arlington, VA
Department: Program Support
Reports To: Management
FLSA Status: Full Time/Non-exempt
Apavo is at the forefront of cybersecurity, providing services to military, defense, and critical infrastructure industries. Joining the Apavo team means becoming part of a company rooted in the principles of quality and communication. We value positive, candid interactions and the belief that everyone has valuable contributions to make. Apavo stands out for its commitment to a work-life balance and fostering a growth mindset among all team members. If you are looking to make a meaningful impact in the cybersecurity world while growing professionally in a supportive environment, Apavo is the place for you.
Job Purpose:
The Tier 1 Help Desk Analyst is a critical first line of support, responsible for providing initial technical assistance and troubleshooting to end users on both unclassified and classified office information systems. This role serves as the first point of contact for users requiring assistance with IT-related issues, including account management, password services, hardware, software, and network connectivity.
The Tier 1 Help Desk Analyst ensures timely resolution of issues to minimize the impact on business operations, while contributing to the overall reliability, security, and performance of the agency's IT environment. This role also supports continuous process improvement by developing documentation and assisting in the maintenance of service level objectives (SLOs). The Tier 1 Help Desk Analyst collaborates closely with other IT teams to restore service, identify root causes, and recommend system enhancements that improve user experience and system performance.
This role supports a long-term contract (currently in year 4 of 10) within the Department of Defense.
Duties & Responsibilities:
Tier 1 Help Desk Analyst responsibilities include, but are not limited to:
  • Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems.
  • Provides support for implementation, troubleshooting, and maintenance of IT systems.
  • Provides first-level problem identification, diagnosis, and resolution of problems.
  • Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organization's end user(s).
  • Provides tier 1 support to end users for either PC, server, or mainframe applications or hardware.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
  • Provide local and remote Technical Support Services for end user support on the multiple networks within the agency.
  • Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
  • Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance contractual standards
  • Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
  • May provide leadership to small teams or team members.
  • Other duties as assigned

The Tier 1 Help Desk Analyst is expected to have additional duties as assigned. Additional details are reviewed in accordance with company policies.
Other:
This is typical office or administrative work, and there is no exposure to adverse environmental conditions.
This position requires sedentary work. Sedentary work is defined as: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Apavo Corporation provides equal employment opportunities to all applicants and employees and strictly prohibits any type of harassment or discrimination in regards to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and/or local laws.
Consistent with the Americans with Disabilities Act (ADA), it is the policy of Apavo Corporation to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Apavo Human Resources at hr@apavo.com or 571-407-0069
Employment with Apavo Corporation is on an at-will basis, meaning either you or the Company can terminate the employment relationship, at any time, for any or no reason, and with or without cause or notice. As an at-will employee, your employment with Apavo Corporation is not guaranteed for any length of time.
Requirements
Qualifications
  • Associate's degree from an accredited institution in cybersecurity, information assurance, computer science or a related technical discipline, or the equivalent work experience. Can be substituted with 2+ additional years of relevant experience.
  • Minimum 3 years relevant experience
  • DoD Top Secret Clearance with SCI/SAP eligibility is required.
  • Must have DoD 8570.01-M Information Assurance Technical (IAT) Level II
  • Understanding of applying basic security principles to the computing environment (CE).
  • Ability to troubleshoot hardware and software problems related to desktop computers, Print servers, scanners, printers, PDAs (Blackberries), desktop video/video teleconference systems, and peripherals (zip drives, external zips, scanners, etc.).
  • Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
  • Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs.
  • Ability to troubleshoot Microsoft products including, but not limited to, Windows, Office; including all aspects of Windows security and Microsoft desktop products.
  • Experience installing and supporting workstation hardware and software.
  • Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.
  • Excellent written and verbal communication skills and excellent customer service skills are a must.

Salary Description
$60,000 Per-Year

Apply