1

Tier 1 Help Desk Support Jobs (NOW HIRING)

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

We deliver essential technological services to our customers in support of their missions to sustain national security and provide services to our nation. SecuriGence is seeking a Tier 1 Help Desk ...

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Chenega MIOS SBU is a company that supports large-scale government operations by leveraging cutting-edge technology. They are seeking a Tier 1 Help Desk Analyst to provide first-level support ...

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

Operate and manage the TRIRIGA Help Desk function (Tier 1-3 escalation model) during designated ... Provide Tier 1 support for user navigation, permissions, access, reporting, and functional ...

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

Operate and manage the TRIRIGA Help Desk function (Tier 1-3 escalation model) during designated ... Provide Tier 1 support for user navigation, permissions, access, reporting, and functional ...

Help Desk Call Center Representative

$17.50 - $22.50/hr

Overview The Tier 1 Helpdesk Call Center Representative (CSR) will be responsible for providing ... Responsibilities * Deliver Tier 1 service desk support for various stakeholders, including ...

Help Desk Analyst Tier 1

Baltimore, MD · On-site

$20.25 - $27.75/hr

Supports project personal in resolving complex problems. * Working knowledge of SDLC and associated ... Prefer Tier 1 Help Desk experience using MS tools (MS Word, Excel, PowerPoint, and Project) and ...

We are seeking a highly skilled and dynamic professional to join our team as a frontline Tier 1 Help Desk IT Support , serving as an IT Generalist and Customer Service Expert. In this role, you will ...

Help Desk Support

Denver, CO · On-site

$21 - $28.75/hr

Help Desk Support II (Salesforce/Jira) Location: Denver, Colorado (Remote) Job Type: Contract Experience: Minimum 3 years About the Role We are seeking an experienced Help Desk Support II ...

Help Desk Support

Lakewood, CO

$20 - $27/hr

Tier I & II Support - Provides Tier 1 and Tier II support for a wide range of service offerings ... Share information and ideas, communicate constructively about issues and problems, and help to ...

next page

Showing results 1-20

Tier 1 Help Desk Support information

See salary details

$12

$23

$33

How much do tier 1 help desk support jobs pay per hour?

As of Jul 13, 2026, the average hourly pay for tier 1 help desk support in the United States is $23.15, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $25.96 per hour, depending on experience, location, and employer.

What are some common challenges faced by Tier 1 Help Desk Support professionals, and how can they be managed?

Tier 1 Help Desk Support professionals often encounter challenges such as handling high volumes of repetitive requests, managing frustrated users, and accurately documenting issues for escalation. Successfully managing these challenges requires strong communication skills, patience, and the ability to follow established troubleshooting procedures. Utilizing ticketing systems effectively and knowing when to escalate complex cases to higher-tier support teams can help maintain workflow efficiency and ensure user satisfaction.

What are Tier 1 Help Desk Support?

Tier 1 Help Desk Support professionals are the first point of contact for customers or employees who need technical assistance with IT-related issues. They handle basic troubleshooting tasks, such as password resets, software installations, and diagnosing hardware or software problems. If an issue is too complex to resolve at this level, they escalate it to higher-tier support. Their main goal is to resolve common technical problems quickly and efficiently, ensuring a smooth user experience.

What is the difference between Tier 1 Help Desk Support vs Tier 2 Help Desk Support?

AspectTier 1 Help Desk SupportTier 2 Help Desk Support
CredentialsBasic certifications like CompTIA A+ often requiredAdvanced certifications or additional technical training preferred
Work EnvironmentFrontline support, handling initial user issuesMore technical, troubleshooting complex problems
ResponsibilitiesResponding to common user issues, password resets, basic hardware/software supportDiagnosing and resolving more complex technical problems
Industry UsageCommonly employed in IT support teams across various industriesUsed in organizations with larger IT teams for escalated support

In summary, Tier 1 Help Desk Support provides initial user assistance with basic issues, while Tier 2 Support handles more complex technical problems requiring deeper technical knowledge. Both roles are essential in maintaining effective IT support services.

What are the key skills and qualifications needed to thrive as a Tier 1 Help Desk Support, and why are they important?

To excel as a Tier 1 Help Desk Support, you need foundational knowledge of computer systems, troubleshooting techniques, and basic networking concepts, typically supported by a high school diploma or relevant IT certifications like CompTIA A+. Familiarity with ticketing systems, remote desktop tools, and common office software is crucial for resolving user issues efficiently. Strong communication, patience, and problem-solving skills help you deliver clear assistance and create a positive user experience. These abilities ensure prompt issue resolution and user satisfaction, which are vital for maintaining smooth IT operations.
More about Tier 1 Help Desk Support jobs
What cities are hiring for Tier 1 Help Desk Support jobs? Cities with the most Tier 1 Help Desk Support job openings:
What states have the most Tier 1 Help Desk Support jobs? States with the most job openings for Tier 1 Help Desk Support jobs include:
What job categories do people searching Tier 1 Help Desk Support jobs look for? The top searched job categories for Tier 1 Help Desk Support jobs are:
Infographic showing various Tier 1 Help Desk Support job openings in the United States as of July 2026, with employment types broken down into 1% As Needed, 70% Full Time, 22% Part Time, 1% Temporary, and 6% Contract. Highlights an 93% Physical, 1% Hybrid, and 6% Remote job distribution, with an average salary of $48,154 per year, or $23.2 per hour.

$23.50 - $32.25/hr

Other

Posted 2 days ago


Job description

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.