Help Desk Support Specialist II Salary in the United States

Responds to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues. 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. Documents incidents using help desk systems or tools. 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. May require an associate degree or equivalent. Typically reports to a supervisor. Works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. Typically requires 1-3 years of related experience, or may need 0 years of experience with additional specialized training and/or certification. (Copyright 2023 Salary.com)