Service Desk and Help Desk Staffing Agency
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+
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.