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Help Desk Tier 2

Help Desk Tier 2 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 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.

Typical Duties of a Help Desk Technician

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

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Salary for Help Desk Tier 2
60750 - 69750
25th percentile
60750
The candidate is new to the role and building the needed skills, experience and autonomy.
50th percentile
66000
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
69750
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 IT Operations Manager 106250 133500 163500 Business Continuity Analyst 95250 109500 124250 Help Desk Tier 3 64500 76500 85000 Help Desk Tier 1 47750 57250 63500 Desktop Support Analyst 58250 67250 76250 Applications Support Specialist 52000 62500 75500 Mobile Device Support Analyst 53000 60750 78250

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