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. 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 Submit your resume or request talent now and our expert recruiters will be with you shortly.Robert Half is one of the premier technology staffing agencies.
Active Directory
Citrix Technologies
Computer Hardware
Configuration Management
Database
Deskside Support
Desktop Hardware
Documentation
EO/IR systems
Internet
Salary for Help Desk Tier 3
$63,750 - $84,250
25th percentile
$63,750
New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties
50th percentile
$75,750
Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role
75th percentile
$84,250
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 $55,250 $65,250 $69,000 Help Desk Tier 1 $47,000 $56,500 $62,500 Desktop Support Analyst $57,500 $66,500 $75,250 Applications Support Specialist $51,500 $62,000 $74,750 Mobile Device Support Analyst $52,000 $59,750 $77,000
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