Help Desk Tier 1 in Quebec City, QC

Help Desk Tier 1 Job Description

All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported. Employer requirements depend on the help desk position level. Tier 1, an entry-level position, normally requires less than two years of work experience and may require a college diploma.

Typical Duties of a Help Desk Technician

Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems Recognizing and escalating more difficult problems to Tier 2 support Logging call activity

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Active Directory
Citrix Technologies
Computer Hardware
Configuration Management
Database
Deskside Support
Desktop Hardware
Documentation
EO/IR systems
Internet
Salary for Help Desk Tier 1 in Quebec City, QC
45120 - 60000
25th percentile
45120
New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties
50th percentile
54240
Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role
75th percentile
60000
Value to the organization goes far beyond the ability to perform normal job duties; has rare qualifications that enable consistent contribution in unique ways; ready for next career level when available
Projected salaries for related positions Position title 25th percentile 50th percentile 75th percentile Help Desk Tier 3 61200 72720 80880 Help Desk Tier 2 53040 62640 66240 Desktop Support Analyst 55200 63840 72240 Applications Support Specialist 49440 59520 71760 Mobile Device Support Analyst 49920 57360 73920

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