Help Desk Tier 1 in Richmond, VA

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 problems

Recognizing and escalating more difficult problems to Tier II support

Logging call activity

Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier I

Deciding 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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Windows OS

EO/IR systems

Ticketing System

Microsoft

Networking

Deskside Support

Workstatioin Support

Troubleshoot

Computer Hardware

Active Directory

Salary for Help Desk Tier 1 in Richmond, VA

38858 - 52470

25th percentile

38858

New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties

50th percentile

47025

Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role

75th percentile

52470

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

82418

101475

113603

Desktop Support Analyst

54203

65588

75983

Help Desk Tier 3

55193

66825

78953

Help Desk Tier 2

45540

55440

62123

Product Support Specialist

49253

60390

75488

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