Help Desk Tier 3

Help Desk Tier 3 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 3 positions often require four or more years of help desk experience, a bachelor’s degree in computer science or a related field, and professional certifications such as the HDI Customer Service Representative (HDI-CSR), HDI Support Center Analyst (HDI-CSA) or CompTIA Server+.

Typical help desk tier 3 duties:

Researching and resolving the most difficult and complex problems that Tiers 1 and 2 help desk professionals 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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Salary for Help Desk Tier 3

59250 - 81000

25th percentile

59250

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

50th percentile

70500

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

81000

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

117750

145250

172750