Help Desk Technician

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 1, an entry-level position, normally requires less than two years of work experience and may require an associate’s degree or completion of coursework at a technical school.

Tier 2 jobs typically require two to four years of work experience and may require a bachelor’s degree or a two-year degree and additional, equivalent work experience in a help desk setting.

Tier 3 positions often require four or more years of help desk experience, may require 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

Tier 3

  • 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

Tier 2

  • 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

Tier 1

  • Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems
  • Recognizing and escalating more difficult problems to Tier 2 support
  • Logging call activity
 
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