Information Technology / Technical Support
The IT Help Desk / Technical Support function serves as the primary interface between IT and end users, providing first-line and escalating technical assistance to resolve hardware, software, and networking issues.
6 leveled profiles. Pick a level to see the full profile.
Individual contributor
P1Entry
Handles routine user issues and service requests.
P2Intermediate
Independently resolves moderately complex problems.
P3Senior Specialist
Expert troubleshooting for high-complexity issues escalated from P1/P2.
P4Team Lead / Supervisor
Oversees daily help desk operations and staff.
P5Manager
Manages the entire IT Help Desk department.
P6Director/Head of Support
Provides enterprise-level leadership for IT service delivery.