Level 0 support – Automated or self-service solutions that users can access themselves without the aid of the Help Desk. These include automated password resets, Web sites for requesting ITIL support, and knowledge base lookup. Level 0 support is performed without the aid of a Help Desk technician engineer. Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 helpdesk support and Level 3 helpdesk support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4 helpdesk support), as needed. A Level 1 helpdesk support technician gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 helpdesk support may also provide support for identified Level 2 helpdesk support and Level 3 helpdesk support issues where configuration solutions have already been documented. Level 2 support – At our nerdcore camp, this is generally reserved for desktop, laptop, and other user device support but it may also share work with Level 3 helpdesk support. Level 2 helpdesk support generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 helpdesk support is not equipped to handle. Level 2 helpdesk support will sometimes escalate to Level 3 helpdesk support, depending on the issue and the way the Help Desk operates. Level 3 It Helpdesk support – Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Level 4 support – Not a commonly used term. Level 4 refers to those people outside your organization that you can escalate issues to.