Help Desk Tier 3 in Springfield, MA

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 Springfield, MA
56308 - 80548
25th percentile
56308
New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties
50th percentile
68175
Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role
75th percentile
80548
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 84083 103525 115898 Desktop Support Analyst 55298 66913 77518 Help Desk Tier 2 46460 56560 63378 Help Desk Tier 1 39643 47975 53530 Product Support Specialist 50248 61610 77013

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