S1S1 — Support Associate
Help Desk Technician I
Entry-level responder. Handles routine issues (password resets, basic device setup) under close supervision. Uses scripts and knowledge base for known problems. Escalates complex issues to S2/S3.
What this level means
Entry support: executes routine, well-defined tasks under close supervision.
- Scope
- A single task type or queue
- Autonomy
- Close supervision; follows defined procedures
- Complexity
- Routine, well-defined requests
- Impact
- Individual transactions
- Decision rights
- Acts within scripts; escalates exceptions
- Leadership
- None
- Typical experience
- 0–1 yrs
What you'd do
- Handles routine issues
- Assists end users via phone, email, or chat
- Escalates complex issues
- Uses scripts and knowledge base for known problems
- Documents solutions and updates knowledge base
- Resolve basic IT issues
- Assist users with device setup
- Manage password resets
- Escalate unresolved issues
- Maintain accurate records of interactions
Skills, knowledge & tools
- Basic troubleshooting
- Operating system proficiency
- Customer interaction
- Problem documentation
- Time management
- Common operating systems
- Basic IT support processes
- End-user device setup
- Password management
- Help desk software
- Fundamental troubleshooting skills
- Proficiency with common operating systems
- Customer service orientation
- Basic problem-solving
- Effective communication
What good looks like
- Associate’s or Bachelor’s degree in Information Technology or related field
- CompTIA A+ certification preferred
- Strong communication skills
Common titles
Information Technology Support AssociateJunior Information Technology SupportHelp Desk Technician I
What it pays
Market-pay benchmarks for this family × level are being recalibrated across all survey sources and will return shortly.
O*NET / SOC: 15-0000 — Computer & Mathematical Occupations (inferred)