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Tier One Technical Support Jobs in Frederick, MD

TECHEAD

IT Support Specialist

Gaithersburg, MD · On-site

$25 - $27/hr

In this role, you will serve as the first point of contact for internal IT requests, providing essential Tier 1 technical support, managing hardware and software inventory, and assisting with day-to ...

New

OCH Technologies LLC

Technical Support

Leesburg, VA · On-site

$37K - $47K/yr

OCH Technologies is seeking a Technical Support professional in support of an FAA program. The role is responsible for monitoring system health, responding to and resolving technical issues ...

US Fertility, LLC

IT Technical Analyst

Rockville, MD · Hybrid

Support endpoint domain migrations, equipment replacements, and infrastructure maintenance ... Serve as the primary escalation point for complex Tier 1 service desk issues * Partner with MSP ...

US Fertility

IT Technical Analyst

Rockville, MD · On-site

Support endpoint domain migrations, equipment replacements, and infrastructure maintenance ... Serve as the primary escalation point for complex Tier 1 service desk issues * Partner with MSP ...

ActioNet

Call Center (Tier 1) Manager

Rockville, MD

Manage daily Tier 1 Service Desk operations supporting users across headquarters and regional locations. * Ensure timely resolution and escalation of incidents, service requests, account management ...

PlanIT Group, LLC

CIOCC Tier 3 Analyst

Rockville, MD · On-site

This role requires excellent analytic and communication skills, and involves mentoring Tier 1 & 2 ... Must be able to communicate technical details clearly • Splunk or similar SIEM tool, CrowdStrike ...

KINTEK GROUP LLC

Be Seen First

Remote IT Support Contractor

Rockville, MD · On-site

$28 - $30/hr

Diagnose and resolve Tier 1 and Tier 2 software, operating system (Windows/macOS), and network ... Required Technical Skills * Remote Tools: Advanced proficiency with remote desktop control and ...

StageBio

IT Site Technician

Frederick, MD · On-site

This position is deeply rooted in Tier 1 help desk support and general Tier 1 IT activities -- on ... StageBio runs a hands-on IT organization with broad technical scope. The IT Site Technician reports ...

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All JobsTier One Technical Support JobsTier One Technical Support Jobs in Frederick, MD

Tier One Technical Support information

See Frederick, MD salary details

$14

$25

$44

How much do tier one technical support jobs pay per hour?

As of Aug 31, 2026, the average hourly pay for tier one technical support in Frederick, MD is $25.90, according to ZipRecruiter salary data. Most workers in this role earn between $19.13 and $28.22 per hour, depending on experience, location, and employer.

What is a tier one technical support?

Tier One Technical Support professionals are the first point of contact for customers seeking technical assistance with products or services. They handle basic troubleshooting, answer common questions, resolve simple issues, and escalate more complex problems to higher support levels. Their main goal is to provide fast and effective solutions to customers, ensuring a positive support experience. Tier One agents often work in call centers, help desks, or remotely, using scripts and knowledge bases to assist users efficiently.

What are the key skills and qualifications needed to thrive as a tier one technical support?

To thrive as a Tier One Technical Support specialist, you need a solid understanding of basic computer systems, troubleshooting techniques, and customer service, often supported by a high school diploma or relevant IT certifications such as CompTIA A+. Familiarity with ticketing systems, remote support tools, and knowledge bases is typically required. Strong communication, patience, and problem-solving abilities are essential soft skills for effectively assisting users. These skills ensure prompt and accurate resolution of technical issues, leading to higher customer satisfaction and efficient IT operations.

What are the most common challenges faced by tier one technical support, and how can they be managed effectively?

Tier One Technical Support professionals often encounter challenges such as managing high call volumes, addressing repetitive issues, and dealing with frustrated customers. Successfully handling these challenges requires strong communication skills, patience, and the ability to quickly identify and resolve common technical problems. Utilizing knowledge bases and escalation procedures can improve efficiency, while regular team meetings and feedback sessions help support ongoing learning and reduce stress. Developing resilience and a customer-focused approach are key to thriving in this fast-paced environment.

What is the difference between Tier One Technical Support vs Help Desk Technician?

AspectTier One Technical SupportHelp Desk Technician
CredentialsBasic certifications (e.g., CompTIA A+), on-the-job trainingSimilar certifications, often with customer service training
Work EnvironmentCall centers, support desks, remote supportCorporate IT departments, remote or on-site support
Employer & IndustryIT service providers, tech companies, telecomsBusinesses across industries, IT support teams
Search & Comparison IntentUnderstanding entry-level support roles, job dutiesSimilar support roles, customer service in IT

Both roles involve assisting users with technical issues, often requiring similar certifications and working in support environments. Tier One Technical Support typically handles initial contact and basic troubleshooting, while Help Desk Technicians may perform broader IT support tasks. The main difference lies in terminology and specific job scope within organizations.

What are popular job titles related to Tier One Technical Support jobs in Frederick, MD?

For Tier One Technical Support jobs in Frederick, MD, the most frequently searched job titles are:

What job categories do people searching Tier One Technical Support jobs in Frederick, MD look for?

The top searched job categories for Tier One Technical Support jobs in Frederick, MD are:

What cities near Frederick, MD are hiring for Tier One Technical Support jobs?

Cities near Frederick, MD with the most Tier One Technical Support job openings:

Tier One Technical Support jobs near you
Infographic showing various Tier One Technical Support job openings in Frederick, MD as of July 2026, with employment types broken down into 1% As Needed, 72% Full Time, 24% Part Time, and 3% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $53,869 per year, or $25.9 per hour.

End User Support Technician Tier 3

Doyon Limited

Gaithersburg, MD • On-site

$40K - $50K/yr

Full-time

Re-posted 18 days ago

Job description

Overview
JOB SUMMARY: Provides technical support to clients by troubleshooting applications, systems access, hardware, software, and network related issues. Identifies and resolves complex issues or escalates issues to the End User Support Technician Tier 4 or the Technical Account Manager. Documents and monitors service requests to ensure that the issue resolution meets or exceeds the service level standard for owned tickets as well as tickets owned by Tier 1 and 2 technicians. Provides training and coaching and acts as an escalation point for Tier 1 and 2 Support Technicians. Provides onsite technical support for clients.
Responsibilities
ESSENTIAL FUNCTIONS:
  • Provides troubleshooting and resolution for workstation, server, and communications software and hardware issues, including more advanced topics and situations.
  • Provides onsite support for clients.
  • Collaborates with other End User Support Technicians, Technical Account Managers and Client Technology Manager when escalating and resolving complex issues.
  • Creates clear, concise documentation in instructional knowledge-based articles.
  • Opens, updates, tracks, and closes tickets in the ticket management system.
  • Provides active troubleshooting and resolution guidance to Tier 1 and 2 technicians.
  • Coaches and trains Tier 1 and 2 technicians on technical topics and issue resolution management.

ADDITIONAL DUTIES AND RESPONSIBILITIES:
  • Provides supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects.
  • Participates in Client Business Reviews when requested.
  • Leads small internal projects as directed by the Client Technology Manager or Technical Account Manager.

Qualifications
KNOWLEDGE, SKILLS & ABILITIES:
  • Good verbal, written, and telephone communication skills
  • Solid problem-solving skills
  • Good organizational and time management skills
  • Strong customer service skills
  • Configure and troubleshoot Office 365
  • VMWare
  • Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)
  • Required experience with the following:
    • ConnectWise or similar ticket or case management system
    • Microsoft Office applications
    • Kaseya or similar remote access software
    • Push/install critical updates to workstations and servers (patching)
    • Windows workstation installation and configuration
    • Hardware and networking topology
    • Vendor support/management
  • Optional experience with the following:
    • Promotion and demotion of server roles; configure server roles
    • Active Directory replication
    • Configure Server hardware
    • Configuration of VMWare

QUALIFICATIONS:
  • High school diploma or GED required, prefer associate degree or higher
  • 2 years of relevant experience in a technical help desk environment
  • Valid driver's license, insurance and reliable personal vehicle
  • Required certifications:
    • A+
    • Microsoft Office Specialist
    • ACMT (Apple) or Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10)
  • Optional certifications:
    • MCSA Server 2016
    • Network+, Security+
    • CCNA

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities.
REASONABLE ACCOMODATION: It is design DATA, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.
PAY TRANSPARENCY STATEMENT: design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor's legal duty to furnish information.
We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.
If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at hr@doyontechgroup.com.

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