Help Desk Tier 3 in Baltimore, MD

Help Desk Tier 3 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 3 duties:

Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolveAnalyzing and identifying trends in issue reporting and devising preventive solutionsMentoring other help desk personnel on hardware and software problem analysis and resolution

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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 3 in Baltimore, MD
57980 - 82940
25th percentile
57980
New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties
50th percentile
70200
Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role
75th percentile
82940
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 86580 106600 119340 Desktop Support Analyst 56940 68900 79820 Help Desk Tier 2 47840 58240 65260 Help Desk Tier 1 40820 49400 55120 Product Support Specialist 51740 63440 79300
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