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Service Desk Analyst Jobs in Silver Spring, MD (NOW HIRING)

MKS2 Technologies

Service Desk Analyst

Arlington, VA

$30 - $35/hr

Service Desk Analyst Location: On-site in Arlington, VA. Clearance: DoD Secret Pay Rate: $30-$35/hr Skills: * High school diploma or equivalent. * At start date, must possess an IAT level II ...

CRDF Global

Service Desk Analyst

Arlington, VA · On-site

$30 - $35/hr

Job Title Service Desk Analyst Location Arlington - Arlington, VA 22201 US (Primary) Job Type Part-Time Category Information Technology Career Level Experienced (Non-Manager) Travel Required No ...

New

MKS2 Technologies

Service Desk Analyst

Arlington, VA · On-site

$30 - $35/hr

Service Desk Analyst Location: On-site in Arlington, VA. Clearance: DoD Secret Pay Rate: $30-$35/hr Skills: * High school diploma or equivalent. * At start date, must possess an IAT level II ...

Astrion

Enterprise Service Desk Analyst

Columbia, MD · On-site

$20.25 - $27.75/hr

Overview Enterprise Service Desk Analyst LOCATION: Columbia, MD (ONSITE) JOB STATUS: Full-time CLEARANCE: Active Secret Clearance Required CERTIFICATION: CompTIA Security+ or equivalent 8140 ...

Astrion

Enterprise Service Desk Analyst

Columbia, MD

$40K - $55K/yr

Overview Enterprise Service Desk Analyst LOCATION: Columbia, MD (ONSITE) JOB STATUS: Full-time CLEARANCE: Active Secret Clearance Required CERTIFICATION: CompTIA Security+ or equivalent 8140 ...

Highrise Consulting Inc

Service Desk Analyst

Bethesda, MD · On-site

$24 - $28/hr

Service Desk Analysts receive inbound calls and provide functional customer service and application software assistance to business applicants of the Federal Grants Lifecycle. Candidate must be ...

MKS2 Technologies

Service Desk Analyst

Arlington, VA · On-site

$30 - $35/hr

Service Desk Analyst Location: On-site in Arlington, VA. Clearance: DoD Secret Pay Rate: $30-$35/hr Skills: * High school diploma or equivalent. * At start date, must possess an IAT level II ...

Serigor, Inc.

Service Desk Analyst (Hybrid)

Baltimore, MD · On-site

$20.25 - $27.75/hr

Service Desk Analyst (Hybrid) Location: Baltimore, MD Duration: Fulltime The Client is seeking an IT Service Desk technician to serve as the first point of contact for customers seeking technical ...

ASM Research

Service Desk Analyst

Arlington, VA · On-site

$23.50 - $32/hr

Experience in a Service Desk, IT Support, or Help Desk environment. * Strong analytical and customer service skills. * Ability to document procedures and create end-user guides. * Experience working ...

kgs

Service Desk Analyst

Vienna, VA

$20.50 - $28/hr

The service desk representative is responsible for performing daily operations of the service desk as a part of the service desk team. Shift: Monday to Friday from 2pm to 1030pm. Essential Functions ...

Koniag, Inc.

Service Desk Analyst

Vienna, VA · On-site

$30 - $35/hr

The service desk representative is responsible for performing daily operations of the service desk as a part of the service desk team. Shift: Monday to Friday from 2pm to 1030pm. Essential Functions ...

kgs

Service Desk Analyst

Vienna, VA · On-site

$20.50 - $28/hr

The service desk representative is responsible for performing daily operations of the service desk as a part of the service desk team. Shift: Monday to Friday from 2pm to 1030pm. Essential Functions ...

Anduril Industries

Service Desk Analyst

Washington, DC

$23.25 - $31.75/hr

A minimum of 3+ years of experience in a service desk technical role. * Excellent knowledge of PC and Apple hardware. * Extremely detailed oriented. * Excellent customer service. * Excellent ...

New

TEKsystems

Service Desk Analyst

Reston, VA · Remote

$15 - $18/hr

The service desk only gets about 90 tickets daily and only a small fraction of those will be escalated to this remote person. Skills Troubleshooting, Customer service, Windows 10, Active directory ...

Anduril Industries

Service Desk Analyst

Washington, DC · On-site

$77K - $102K/yr

A minimum of 3+ years of experience in a service desk technical role. * Excellent knowledge of PC ... This third-party service provider provides risk-intelligence services that may include analysis of ...

New

SecuriGence

Tier 2 Service Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Overview Tier 2 Service Desk Analyst Arlington, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional ...

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All JobsService Desk Analyst JobsService Desk Analyst Jobs in Silver Spring, MD

Service Desk Analyst information

See Silver Spring, MD salary details

$14

$24

$36

How much do service desk analyst jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for service desk analyst in Silver Spring, MD is $24.83, according to ZipRecruiter salary data. Most workers in this role earn between $20.34 and $27.74 per hour, depending on experience, location, and employer.

What are some common challenges service desk analysts face when handling high volumes of support tickets?

Service Desk Analysts often encounter challenges during periods of high ticket volume, such as prioritizing urgent issues, managing time efficiently, and maintaining effective communication with users. Balancing multiple requests while ensuring quality service can be demanding, but leveraging ticketing systems, clear documentation, and collaboration with team members helps manage workloads. Regular training on technical troubleshooting and customer service skills also prepares analysts to address a broad range of issues swiftly and professionally.

What is the average salary for a service desk analyst in the US?

The average salary for a service desk analyst in the US is approximately $45,000 to $55,000 per year, depending on experience, location, and certifications. Entry-level roles may start lower, while experienced analysts with certifications like HDI or CompTIA can earn higher salaries. The role typically requires strong customer service skills and knowledge of IT support tools.

What are the key skills and qualifications needed to thrive as a service desk analyst, and why are they important?

To thrive as a Service Desk Analyst, you need a solid understanding of IT fundamentals, troubleshooting techniques, and typically a relevant certification like CompTIA A+ or ITIL Foundation. Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and standard operating systems is often required. Strong communication, patience, and problem-solving abilities are essential soft skills for effectively assisting users and collaborating with technical teams. These skills ensure prompt, accurate support and maintain high levels of user satisfaction within the organization.

What is a service desk analyst?

A Service Desk Analyst is an IT professional responsible for providing technical support and assistance to end-users within an organization. They act as the first point of contact for users experiencing issues with hardware, software, or other computer systems. Service Desk Analysts diagnose problems, offer solutions, and escalate complex issues to higher-level IT staff if necessary. Their role is essential in ensuring smooth and efficient IT operations and helping users resolve issues quickly.

Is a service desk analyst an entry level job?

A service desk analyst is often considered an entry-level position in IT support, suitable for individuals with basic technical knowledge and strong communication skills. It typically requires familiarity with ticketing systems, troubleshooting hardware and software issues, and may benefit from certifications like CompTIA A+; however, some roles may require prior experience or specific technical skills.

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

AspectService Desk AnalystHelp Desk Technician
CertificationsITIL, CompTIA A+CompTIA A+, HDI Support Center Analyst
Work EnvironmentCorporate IT, enterprise supportHelp desk, technical support centers
Industry UsageBusiness, IT servicesIT support, customer service
Common TasksTroubleshooting, incident management, user supportIssue resolution, basic troubleshooting, ticket logging

Both roles involve technical support, but Service Desk Analysts typically handle more complex issues and perform incident management in a corporate environment, while Help Desk Technicians focus on basic troubleshooting and user support in support centers.

More about Service Desk Analyst jobs
What are popular job titles related to Service Desk Analyst jobs in Silver Spring, MD? For Service Desk Analyst jobs in Silver Spring, MD, the most frequently searched job titles are:
What job categories do people searching Service Desk Analyst jobs in Silver Spring, MD look for? The top searched job categories for Service Desk Analyst jobs in Silver Spring, MD are:
What cities near Silver Spring, MD are hiring for Service Desk Analyst jobs? Cities near Silver Spring, MD with the most Service Desk Analyst job openings:
Service Desk Analyst jobs near you
Infographic showing various Service Desk Analyst job openings in Silver Spring, MD as of August 2026, with employment types broken down into 100% Full Time. Highlights an 86% In-person, and 14% Remote job distribution, with an average salary of $51,640 per year, or $24.8 per hour.

Service Desk Analyst

MKS2 Technologies

Arlington, VA

$30 - $35/hr

Full-time

Posted 24 days ago

Job description

Service Desk Analyst 
Location: On-site in Arlington, VA.

Clearance: DoD Secret
Pay Rate: $30-$35/hr
Skills:

  • High school diploma or equivalent.
  • At start date, must possess an IAT level II certification in ACTIVE status:
    • CCNA Security
    • CySA+
    • GICSP
    • GSEC
    • Security+CE
    • CND
    • SSCP
  • 3+ years' experience as a service desk analyst with proven experience in ongoing support of client-specific application systems.
  • Physical requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing.
  • The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
  • Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails.
  • Analytically inclined with attention to detail and accuracy, and consistent follow-through to assure problems are resolved, with the ability to respond to last-minute requests.
  • Identify and articulate key information in an efficient and timely manner, and exercise discretion and independent judgment when handling situational occurrences.
  • Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers.
  • Identify areas of opportunity to improve customer satisfaction and demonstrate excellent multitasking and time management skills.
  • Support the team process and participate in cross-functional teams in a fast-paced and ITIL transitional environment.

Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:

  • Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, and hardware support (desktop, laptop, peripheral).
  • Perform in-person customer service and phone support service to 4,000 end-user community.
  • Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
  • Provide VIP support and communication regarding the status of incident troubleshooting and resolution.
  • Handle efficiently a high-volume ticket queue by supporting 50 - 100 tickets daily.
  • Participate in all meetings, such as, but not limited to, weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
  • Prepare accurate documentation to support and maintain a working knowledge base of service desk processes, including pertinent guidelines, regulations, compliance issues, documentation requirements, and application reference materials.
  • Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
  • Support focus teams or specialized projects to promote rapid improvement and turnaround.
  • Maintain a professional and pleasant manner using proper customer service skills via telephone and/or email.
  • Operate a 24x7x365 Service Desk.
  • Responsible for handling after-hours on-call support (when necessary).
  • Other duties as assigned.

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