Help Desk Tier 1 in St. Cloud, MN

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 St. Cloud, MN
35325 - 47700
25th percentile
35325
New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties
50th percentile
42750
Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role
75th percentile
47700
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 74925 92250 103275 Desktop Support Analyst 49275 59625 69075 Help Desk Tier 3 50175 60750 71775 Help Desk Tier 2 41400 50400 56475 Product Support Specialist 44775 54900 68625
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