Help Desk Technician

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, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported. 

Employer requirements depend on the help desk position level. 

Tier 1, an entry-level position, normally requires less than two years of work experience and may require a college diploma. 

Tier 2 jobs typically require two to four years of work experience and may require a bachelor’s degree or a college diploma and additional, equivalent work experience in a help desk setting. 

Tier 3 positions often require four or more years of help desk experience, a bachelor’s degree in computer science or a related field, and/or professional certifications such as HDI’s Customer Service Representative or Support Center Analyst or the Microsoft Certified Systems Engineer (MCSE) designation. 

Typical Duties of a Help Desk Technician:

Tier 3 

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

Tier 2 

  • Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier 1 
  • Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation 

Tier 1 

  • 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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