Help Desk Tier 2

Help Desk Tier 2 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 2 jobs typically require two to four years of work experience and may require a bachelor’s degree or a college diploma and additional, equivalent work experience in a help desk setting.

Typical Duties of a Help Desk Technician

Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier 1 Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation

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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 2
55250 - 69000
25th percentile
55250
New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties
50th percentile
65250
Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role
75th percentile
69000
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 1 47000 56500 62500 Desktop Support Analyst 57500 66500 75250 Applications Support Specialist 51500 62000 74750 Mobile Device Support Analyst 52000 59750 77000

Newest Help Desk Tier 2 jobs

Help Desk Technician Help Desk Analyst I IT Support Specialist IT Support Specialist See More

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