Expert Staffing for IT Support Positions
Find Top Talent in Your Area
Tier2Tek Staffing excels in IT service desk recruitment, focusing on quality and detail to ensure each candidate is both skilled and a great fit for your company’s culture and technical needs. Our reputation as a top-rated agency highlights our commitment to meeting your recruitment needs effectively and professionally.
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Why Choose Tier2Tek for IT Service Desk Placement
Selecting the right recruitment partner is crucial. Here are compelling reasons to choose Tier2Tek Staffing:
Fast Hiring Process
Readiness:
We maintain a roster of pre-screened IT service desk professionals who can be deployed rapidly to meet urgent needs.
Exceptional Communication
Continuous Engagement:
We keep you in the loop through every phase of the hiring process with regular updates and consultations.
Quality Candidates
Perfect Match:
We strive to find candidates who not only have the required skills but will also seamlessly integrate into your company culture.
Innovative Sourcing
Advanced Recruitment Tools:
Utilizing cutting-edge recruitment technologies and data-driven strategies to source the best talent.
Our Statistics and Success in IT Support Recruitment
98%
High Placement Success Rate
Over 98% of our placements are rated as ‘excellent’ by our clients.
☝ Week
Rapid Placement Times
The average time from understanding client needs to candidate placement is under one week.
95%
Client Retention
95% of our clients return for their future staffing needs, affirming our capability and service quality.
Success Stories
TECH COMPANY MANAGER
“Tier2Tek Staffing transformed our IT service desk operations with their top-notch recruitment services.”
IT SERVICES DIRECTOR
“Efficient, professional, and precise. Tier2Tek delivered the perfect candidates for our needs.”
OPERATIONS MANAGER
“We rely on Tier2Tek for all our staffing needs; they consistently exceed our expectations.”
Comprehensive Recruitment Process Tailored to Your Needs
- Understanding Your Hiring Needs: We start by fully grasping the unique needs and challenges of your IT service desk roles.
- Candidate Sourcing: We use our vast network to locate candidates that meet your requirements.
- Rigorous Interviewing: Each candidate is carefully screened to evaluate their skills and compatibility.
- Candidate Submission: We only present the top candidates for your consideration to guarantee quality and a good fit.
Thorough Candidate Screening
Our candidate evaluation process is designed to identify and select the best talents, focusing on:
- Professionalism: Candidates who demonstrate a professional demeanor and ethical integrity.
- Communication Skills: Excellent verbal and written communication capabilities.
- Technical Aptitude: Strong technical skills specifically tailored to IT service desk roles.
- Work History: Candidates with a robust track record and relevant experience.
Our Placement Guarantee
We fully back our placements with a guarantee. If a candidate doesn’t meet your expectations, Tier2Tek Staffing will quickly find a replacement. Your satisfaction is our top priority and shows our commitment to excellent staffing.
Privacy and Discretion
We maintain strict privacy standards for both clients and candidates, ensuring all information and interactions are confidential and professionally managed.
Sample Job Description
We are seeking a dedicated and skilled Service Desk Analyst to join our dynamic team. The ideal candidate will be responsible for providing first-level support to end-users, addressing their IT-related issues, and ensuring a smooth and efficient resolution process. This role requires a blend of technical expertise, excellent communication skills, and a customer-focused approach.
Key Responsibilities:
- Provide first-level contact and problem resolution for all users with hardware, software, and applications problems.
- Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
- Courteously obtain and convey concise problem information for external and internal service personnel.
- Escalate problems as appropriate following Service Desk procedures.
- Act as a liaison between customers and internal support staff to assure accurate problem interpretation.
- Maintain communications with customers during the problem resolution process.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
- Proven experience as a Service Desk Analyst or similar role.
- Strong knowledge of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
Experience Level
The Help Desk or Service Desk Support role is often considered an entry-level job. Oftentimes, those hired for support roles, like customer service representatives, have no prior experience in the exact field. They may have experience in a customer relations role and are then trained to handle inquiries regarding the employer’s specific products.
Common Certifications for Service Desk Staffing
CompTIA A+
The CompTIA A+ certification is an ideal IT credential for beginners, especially those working within an IT help desk. Overall, the certification assures that the candidate can install, configure and maintain personal computers, mobile devices, printers, and laptops. It demonstrates both basic technical abilities and troubleshooting skills, things crucial for Help Desk Support.
ITIL
An ITIL, or Information Technology Infrastructure Library, certification demonstrates that the professional understands the basics of information technology and has learned how to apply it to both customer and business needs. The basis of this certification surrounds IT-related assets, accessibility, and resources that deliver value and benefits to customers. From delivery to maintenance, the basic ITIL certification shows that the candidate understands the interworkings of the related software or hardware.
Google IT Support
Google provides associate certifications for all of its pillar software and general IT support. Through a Google class and certification program, the candidate will learn the basics of computer setup, troubleshooting, binary systems, and other basic IT methodologies. Simply put, it’s a crash course for general IT support provided by Google professionals.
Common Skills For Help Desk Specialists
Customer Service Abilities
Overall, the basis. of the job deals with communicating with both upset and irate customers. Therefore, the ability to handle high-stress customer scenarios is key to becoming a great Help Desk worker. Ultimately, the candidate must be able to empathize with customers, understand their problems, and defuse upset situations. Once defused, they must be able to explain the solutions or next steps with clarity and brevity. No one wants to get stuck on the phone with a customer service rep that can’t express the solution directly.
Knowledge of Products and Software
How can a Service Desk Specialist help a customer with a program or product they don’t understand?
Therefore, the employee must understand all aspects and lingo surrounding the company’s product. With this knowledge, they can then go through the correct troubleshooting and explaining processes. Without it, the entire service process will screech to a halt.
Ultimately, the specialist may not have this knowledge before getting the job, but they will need to learn it during the onboarding process to become affluent in the company’s product.
Record Keeping
Oftentimes, the Service Desk worker will deal with thousands of customers weekly. To help keep track of everything, they are often asked to take detailed notes regarding each customer, each problem, and how the issues were solved. This information is then used to speed up processes in the future, allowing the department to work with more customers.
Therefore, the specialist needs great record-keeping and ticket-transferring abilities.
Common Career Path for Service Desk Support
Once an expert on the employer’s hardware or software, the specialist may be moved into a more technical role. The IT Technician works to provide technical support to users in the organization and/or customers in person. In addition, they serve as the first point of contact for troubleshooting hardware and software problems. The IT Technician will also assist employees through telephone, email, remote, and in-person. Platforms to support will include Windows, Mac, Android, and iOS.
The next logical step for a Service Desk worker is to move up to manager. Ultimately, this would involve the inclusion and advancement of managerial skills. Once a customer service worker becomes an expert in the correlated product and expresses leadership abilities, they will be bumped up to a senior or managerial role.
Once a customer service worker understands the core of the business software, they may be moved to a more specific role, covering the application specifically. The application support specialist’s duties consist of root cause analysis, data repair operations, methodology execution, and application service restoration. This is a level 3 support position and requires senior-level technical and application expertise.