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Tier 1 Helpdesk Jobs in Silver Spring, MD (NOW HIRING)

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 ...

Yulista

Tier 2 Helpdesk Lead

Washington, DC · On-site

Serve as the primary escalation point for USAidam issues that cannot be resolved by Tier 1 support personnel, including TechOne and local District IT helpdesks. * Ensure incoming helpdesk tickets are ...

Code Plus Inc

Helpdesk Technician Tier I - DoE

Fairfax, VA · On-site

$19.75 - $26.75/hr

We are currently seeking a Tier 1 Helpdesk Technician for our Helpdesk work in Washington, DC. Location: Onsite, Washington D.C. Clearance: Public Trust Key Responsibilities: · Serve as the first ...

Code Plus Inc

Helpdesk Technician Tier I - DoE

Fairfax, VA · On-site

$19.75 - $26.75/hr

We are currently seeking a Tier 1 Helpdesk Technician for our Helpdesk work in Washington, DC. Location: Onsite, Washington D.C. Clearance: Public Trust Key Responsibilities: · Serve as the first ...

Annexa Inc.

Helpdesk Specialist Tier 1/2

Washington, DC · On-site

Helpdesk Specialist Tier 1/2 Employment Type: Onsite Annexa is currently working with D.C. Government's Department of Licensing and Consumer Protection and we are seeking a Helpdesk Specialist Master ...

USM

Help Desk Analyst Tier 1

Baltimore, MD · On-site

$20.25 - $27.75/hr

Prefer Tier 1 Help Desk experience using MS tools (MS Word, Excel, PowerPoint, and Project) and MicroStrategy, Remedy and Quality Center experience in a data warehouse environment. General Experience ...

kgs

Tier 1 Help Desk Engineer

Arlington, VA

Koniag IT Systems LLC, a Koniag Government Services company , is seeking a self-motivated Tier 1 Help Desk Engineer to support KITS and our government customer in downtown Washington, DC. This is a ...

Koniag, Inc.

Tier 1 Help Desk Engineer

Alexandria, VA · On-site

$21.36 - $31.25/hr

Koniag IT Systems LLC, a Koniag Government Services company , is seeking a self-motivated Tier 1 Help Desk Engineer to support KITS and our government customer in downtown Washington, DC. This is a ...

kgs

Tier 1 Help Desk Engineer

Arlington, VA

Koniag IT Systems LLC, a Koniag Government Services company , is seeking a self-motivated Tier 1 Help Desk Engineer to support KITS and our government customer in downtown Washington, DC. This is a ...

Addison Group

Tier 1 Help Desk Technician

Washington, DC · On-site

$24 - $25/hr

Tier 1 Help Desk Technician Location: Washington DC Assignment Type: Contract to Hire Compensation ... Experience with helpdesk ticketing systems. Addison Group is an Equal Opportunity Employer. Addison ...

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Tier 1 Helpdesk information

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How much do tier 1 helpdesk jobs pay per hour?

As of Sep 4, 2026, the average hourly pay for tier 1 helpdesk in Silver Spring, MD is $23.86, according to ZipRecruiter salary data. Most workers in this role earn between $19.81 and $26.78 per hour, depending on experience, location, and employer.

What is a Tier 1 Helpdesk?

A Tier 1 Helpdesk job is an entry-level IT support role that serves as the first point of contact for users experiencing technical issues. Responsibilities typically include troubleshooting basic hardware and software problems, resetting passwords, and escalating more complex issues to higher support levels. Tier 1 technicians use ticketing systems to track and document requests, ensuring timely resolution. Strong communication and problem-solving skills are essential in this role.

What are the typical daily responsibilities of a Tier 1 Helpdesk?

As a Tier 1 Helpdesk team member, your primary responsibility is to serve as the first point of contact for users experiencing technical issues, whether by phone, email, or chat. You’ll document and troubleshoot basic hardware, software, and network problems, escalate complex issues to higher support tiers when necessary, and update users on ticket status. Daily tasks may include password resets, printer support, software installation, and tracking progress in a ticketing system. You’ll work closely with other IT staff and sometimes assist in onboarding new employees by setting up accounts and devices. This role offers valuable hands-on experience and can be a great stepping stone into more advanced IT support positions.

What are the key skills and qualifications needed to thrive in a Tier 1 Helpdesk role?

To succeed as a Tier 1 Helpdesk professional, you need foundational knowledge of computer systems, troubleshooting techniques, and customer service, often supported by an associate's degree or relevant IT coursework. Experience with ticketing systems like ServiceNow or Jira, and basic familiarity with Microsoft Windows, Active Directory, or CompTIA A+ certification are commonly required. Strong communication, patience, and problem-solving abilities help you provide clear solutions and build rapport with users. These skills are vital for efficiently resolving users’ technical issues and maintaining a positive support experience.

What are the most commonly searched types of Tier 1 Helpdesk jobs in Silver Spring, MD?

The most popular types of Tier 1 Helpdesk jobs in Silver Spring, MD are:

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For Tier 1 Helpdesk jobs in Silver Spring, MD, the most frequently searched job titles are:

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Cities near Silver Spring, MD with the most Tier 1 Helpdesk job openings:

Tier 1 Helpdesk jobs near you
Infographic showing various Tier 1 Helpdesk job openings in Silver Spring, MD as of August 2026, with employment types broken down into 1% As Needed, 82% Full Time, 11% Part Time, and 6% Contract. Highlights an 89% Physical, 3% Hybrid, and 8% Remote job distribution, with an average salary of $49,780 per year, or $23.9 per hour.

Tier 1 Help Desk Analyst

Apavo Corporation

Arlington, VA • On-site

$60K/yr

Full-time

Re-posted 25 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

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