Service Desk Staffing

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Service Desk and Help Desk Staffing Agency

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Tier2Tek Staffing provides IT Service Desk and Help Desk Staffing. We provide customized options for your specific recruitment needs. Employment options include direct hire staff augmentation, outsourced, and project-based.

Need to hire in December 2023?

For Experienced Staffing

Tier2Tek Staffing Firm has multiple years of experience in staffing for an array of roles and positions. Most importantly, we make sure all our candidates have a background in customer service. Let us know about your unique hiring needs and we will provide you talented candidates based on your timeframe

IT Help Desk (Service Desk) Staffing

Help desk technicians are required to provide tier-1 support to network users for all applications and services. This position assists with technical support of desktop computers, applications, and related technology via phone and remote desktop tools. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to end users via phone support. 

Average Salary

According to GlassDoor, the average salary for an IT Help Desk Associate is $49,678 a year.

Sample Job Description

  • Installs and repairs desktop hardware and software; installs/uninstalls voice and data systems; and processes work orders for voice, video, and data users.
  • Performs technical support in a formal or informal help desk setting. Helps users with complex and non-routine hardware and software problems, which includes: logging, troubleshooting, testing, adjusting, resolving, or referring problems to the appropriate Information Technology resource.
  • Oversees and provides instruction regarding assigned duties to lower classified IT staff.
  • Acts as a liaison between the user group and the Information Technology unit to communicate problems and possible solutions.
  • Researches new technologies and procedures to meet the growing needs of users.
  • Provides training to user groups on how to identify and prevent problems.
  • Works with other professional IT staff to develop and maintain technical procedures, documentation, and operational instructions.
  • Tests in-house or vendor-developed software and software upgrades for user requirements. Also documents errors or discrepancies for corrections.
  • Creates customized reports from a work tracking system to use in the analysis of hardware or software problems.
  • Maintains a computerized inventory of voice and data equipment and specialized services for users.
  • By position, coordinates work for large-scale upgrades or replacements of hardware and/or software.
  • By position, responsible for the development of policies and procedures for special IT projects.

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+


Google IT Support

Common Skills For Help Desk Specialists

Customer Service Abilities

Knowledge of Products and Software

Record Keeping

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.

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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.

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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.

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Highest-Paying States for a Service Desk Specialist


New York

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New Jersey

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