Help Desk Tier 1

Help Desk Tier 1 Job Description

All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported. Employer requirements depend on the help desk position level. Tier 1, an entry-level position, normally requires less than two years of work experience and may require a college diploma.

Typical Duties of a Help Desk Technician

Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems Recognizing and escalating more difficult problems to Tier 2 support Logging call activity

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Active Directory
Citrix Technologies
Computer Hardware
Configuration Management
Database
Deskside Support
Desktop Hardware
Documentation
EO/IR systems
Internet
Salary for Help Desk Tier 1
47000 - 62500
25th percentile
47000
New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties
50th percentile
56500
Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role
75th percentile
62500
Value to the organization goes far beyond the ability to perform normal job duties; has rare qualifications that enable consistent contribution in unique ways; ready for next career level when available
Projected salaries for related positions Position title 25th percentile 50th percentile 75th percentile Help Desk Tier 3 63750 75750 84250 Help Desk Tier 2 55250 65250 69000 Desktop Support Analyst 57500 66500 75250 Applications Support Specialist 51500 62000 74750 Mobile Device Support Analyst 52000 59750 77000

Newest Help Desk Tier 1 jobs

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