Help Desk Tier 1 in Durham, NC

Help Desk Tier 1 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, they should have a strong technical understanding of the various hardware, software and networking systems they support. Employer requirements depend on the help desk position level.

Typical help desk tier 1 duties:

Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problemsRecognizing and escalating more difficult problems to Tier II supportLogging call activityResolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier IDeciding 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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Active Directory
Citrix Technologies
Computer Hardware
Configuration Management
Database
Deskside Support
Desktop Hardware
Documentation
EO/IR systems
Internet
Salary for Help Desk Tier 1 in Durham, NC
40624 - 54855
25th percentile
40624
New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties
50th percentile
49163
Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role
75th percentile
54855
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 Support Manager 86164 106088 118766 Desktop Support Analyst 56666 68569 79436 Help Desk Tier 3 57701 69863 82541 Help Desk Tier 2 47610 57960 64946 Product Support Specialist 51491 63135 78919

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