Help Desk Tier 2 in Rochester, NY

Help Desk Tier 2 Job Description

Help desk professionals provide customer-focused IT support, resolving issues related to hardware, software, and networks. They need excellent problem-solving, communication, and interpersonal skills, plus a strong understanding of the IT systems they support.

Help Desk Tier 2 positions typically require two to four years of work experience and may require either a bachelor’s degree or a two-year degree plus work experience in a help desk setting.

Typical help desk tier 2 duties:

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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Salary for Help Desk Tier 2 in Rochester, NY

41850 - 58950

25th percentile

41850

The candidate is new to the role and building the needed skills, experience and autonomy.

50th percentile

52650

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

58950

The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.

Projected salaries for related positions

Position title

25th percentile

50th percentile

75th percentile

IT Operations Manager

105975

130725

155475