Sample Job Description for Help Desk Tier 1 Specialist
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Help Desk Tier 1 Specialist Job Overview
Help Desk Tier 1 Specialist Job Description Sample
Responds to end-user requests for technical assistance by phone, email, or ticketing system.
JOB LEVEL
A01
EDUCATION/DEGREE
Associate's Degree
REPORTS TO
Supervisor
Salary Range
BASE 50%
$49,950
TOTAL 50%
$50,880
Job Responsibilities for Help Desk Tier 1 Specialist
Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality.
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Help Desk Tier 1 Specialist Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Standard Operating Procedures (SOP) | Level 1 |
| Service Excellence | Level 1 |
| Attention to Detail | Level 2 |
