Help desk technician: Salary

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The average Help Desk Technician salary in USA is $39,000 per year or $20 per hour. Entry-level positions start at $25,158 per year while most experienced specialists make up to $62,500 per year.

Help desk technician compensations per district

  • Wyoming - $195,000
  • Arkansas - $55,000
  • Nevada - $53,000
  • Virginia - $50,000
  • New Hampshire - $47,775

Position Duties Include:

  • The Tier 1 Technician answers, assesses, and organizes incoming phone, voice message, and email requests for help from clients experiences issues with equipment, software, networking, and other computer-related technologies, as well as Learning Management Software.
  • Interviews client to gather data about issue and leads client through diagnostic methodology to decide source of error.
  • Handles issue identification, research, disconnection, goal, and tracking for routine client issues, referring more complex issues to Tier 2, Tier 3, administrator, or other technical staff.
  • Logs and tracks client communications utilizing issue management software (SNOW) and maintains intensive history records and related issue documentation.

Gets ready standard measurable reports, for example, help desk incident reports.

Position Requirements Include:

  • Excellent Customer Service Focus
  • Excellent Communication Skills
  • Astute Learner
  • Competent Trouble-shooting Skills
  • Ability to Evaluate Customer Needs and Determine the Appropriate Options / Procedures
  • Understands Quality and Performance Metrics and Resulting Impact to the Customer
  • Proficient in Microsoft Operating Systems and Applications, Hardware / Software Support
  • Previous Help Desk / Call Center Experience Beneficial
  • Experience at Institutions of Higher Education Beneficial
  • Learning Management System Experience Beneficial
  • Comp TIA Certification / s Beneficial

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