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 problemsRecognizing and escalating more difficult problems to Tier 2 supportLogging call activity
Looking for a help desk tier 1 or a help desk tier 1 job?
The candidate is new to the role and building the needed skills, experience and autonomy.
50th percentile
53529
The candidate has the experience to perform core responsibilities without direct supervision and is comfortable with the role’s processes and subject matter.
75th percentile
59373
The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.
