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 resolveAnalyzing and identifying trends in issue reporting and devising preventive solutions Mentoring other help desk personnel on hardware and software problem analysis and resolution
Looking for a help desk tier 3 or a help desk tier 3 job?
The candidate is new to the role and building the needed skills, experience and autonomy.
50th percentile
74205
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
82450
The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.
