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Alternate job titles: Help Desk Support Specialist I | Help Desk Technician I | Help Desk Tier 1 Specialist | Help Desk User Support I

The Help Desk Technician identifies, researches and resolves routine technical problems of low complexity. Provides support to end users for basic computer, application, system, device, access and hardware issues. Being a Help Desk Technician documents, tracks, and monitors the problem using applicable systems and tools. Responds to telephone, email and on line requests for technical support. In addition, Help Desk Technician may coordinate with other teams or departments to resolve user problems. May perform password re-sets for users. May require an associate's degree or its equivalent. Typi more...



Alternate job titles: IT Help Desk Director | IT Service Desk Director | IT Support Desk Director

The User Support Help Desk Director provides mentoring and leadership to the team. Directs and oversees all aspects of an organization's technical help desk. Being a User Support Help Desk Director establishes policies and procedures that produce high-quality service to internal customers. Develops and optimizes processes to achieve service level requirements and performance goals. In addition, User Support Help Desk Director identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems. Reviews key metrics to analyze the help desk performanc more...


Alternate job titles: IT Help Desk Director | IT Service Desk Director | IT Support Desk Director | User Support Help Desk Director

Directs and oversees all aspects of an organization's technical help desk. Provides mentoring and leadership to the team. Develops and optimizes processes to achieve service level requirements and performance goals. Establishes policies and procedures that produce high-quality service to internal customers. Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems. Reviews key metrics to analyze the help desk performance and identify problem areas. Manages resource planning and decision-making. Aligns help desk activities and initiatives more...


Alternate job titles: IT Help Desk Manager | IT Service Desk Manager | IT Support Desk Manager

The User Support Help Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Manages the staff and operations of a technical help desk. Being an User Support Help Desk Manager identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Implements and utilizes help desk systems and tools to identify, document, track and resolve reported problems. In addition, User Support Help Desk Manager develops and optimizes processes to achieve s more...



Alternate job titles: IT Help Desk Senior Manager | IT Service Desk Senior Manager | IT Support Desk Senior Manager

The User Support Help Desk Senior Manager provides mentoring and leadership to the team. Manages all aspects and operations of an organization's technical help desk. Being a User Support Help Desk Senior Manager identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems. Assists in the development of processes and procedures to achieve service level requirements and performance goals, and produce high-quality service to internal customers. In addition, User Support Help Desk Senior Manager reviews key metrics to analyze the help desk perfo more...


Alternate job titles: IT Help Desk Supervisor | IT Service Desk Supervisor | IT Support Desk Supervisor

The User Support Help Desk Supervisor supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Supervises the staff and the day-to-day operations of an organization's technical help desk. Being a User Support Help Desk Supervisor ensures the latest product/technical updates and policies are available and communicated to the team. Trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. In addition, User Support Help D more...



Alternate job titles: IT Help Desk Senior Supervisor | IT Service Desk Senior Supervisor | IT Support Desk Senior Supervisor

The User Support Help Desk Senior Supervisor supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Supervises the staff and the day-to-day operations of an organization's technical help desk. Being a User Support Help Desk Senior Supervisor ensures the latest product/technical updates and policies are available and communicated to the team. Trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. In addition, User more...


Alternate job titles: IT Help Desk Manager | IT Service Desk Manager | IT Support Desk Manager | User Support Help Desk Manager

Manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an esc more...


Alternate job titles: IT Help Desk Senior Manager | IT Service Desk Senior Manager | IT Support Desk Senior Manager | User Support Help Desk Senior Manager

Manages all aspects and operations of an organization's technical help desk. Provides mentoring and leadership to the team. Assists in the development of processes and procedures to achieve service level requirements and performance goals, and produce high-quality service to internal customers. Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems. Reviews key metrics to analyze the help desk performance, identify problem areas, and make recommendations for improvement. Engages in resource planning and decision-making. May require a b more...



Alternate job titles: Help Desk Support Specialist II | Help Desk Technician II | Help Desk Tier 2 Specialist

The Help Desk User Support II troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Responds to end-user requests for technical assistance by phone, email, or ticketing system. Being a Help Desk User Support II utilizes product information or solution database to research, troubleshoot, and deliver solutions. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. In addition, Help Desk User Support II advises users on the methods, steps, and actions to res more...


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