Help Desk Tier 3

Help Desk Tier 3 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 3 positions often require four or more years of help desk experience, a bachelor’s degree in computer science or a related field, and/or professional certifications such as HDI’s Customer Service Representative or Support Center Analyst or the Microsoft Certified Systems Engineer (MCSE) designation.

Typical Duties of a Help Desk Technician

Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolve Analyzing and identifying trends in issue reporting and devising preventive solutions Mentoring other help desk personnel on hardware and software problem analysis and resolution

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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 3
63750 - 84250
25th percentile
63750
New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties
50th percentile
75750
Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role
75th percentile
84250
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 2 55250 65250 69000 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 3 jobs

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

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