Help Desk Tier 1

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, 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.

Typical Duties of a Help Desk Technician

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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Salary for Help Desk Tier 1

47000 - 62500

25th percentile

47000

The candidate is new to the role and building the needed skills, experience and autonomy.

50th percentile

56500

The candidate has the experience to perform core responsibilities without direct supervision and is comfortable with the role’s processes and subject matter.

75th percentile

62500

The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.

Projected salaries for related positions

Position title

25th percentile

50th percentile

75th percentile

Help Desk Tier 3

63750

75750

84250

Help Desk Tier 2

55250

65250

69000

Desktop Support Analyst

57500

66500

75250

Applications Support Specialist

51500

62000

74750

Mobile Device Support Analyst

52000

59750

77000

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