Help Desk Tier 1 in Grand Rapids, MI

Help Desk Tier 1 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 1 is an entry-level position. Professionals at this level typically have less than two years of work experience. The role often requires an associate degree or completion of coursework at a technical school.

Typical help desk tier 1 duties:

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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Salary for Help Desk Tier 1 in Grand Rapids, MI

34830 - 47085

25th percentile

34830

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

50th percentile

42140

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

47085

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

101265

124915

148565