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Help Desk Tier 2 in Ottawa, ON

Help Desk Tier 2 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 2 jobs typically require two to four years of work experience and may require a bachelor’s degree or a college diploma and additional, equivalent work experience in a help desk setting.

Typical help desk tier 2 duties:

Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier 1 Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation

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Salary for Help Desk Tier 2 in Ottawa, ON
61556 - 71104
Low
61556
The candidate is new to the role or has limited experience and is building necessary skills.
Mid
67084
The candidate has moderate experience in the role, meets most requirements or has equivalent transferrable skills, and may also have relevant certifications.
High
71104
The candidate has extensive experience and advanced skills for the role, and may also have specialized certifications.
Projected salaries for related positions Job title Low Mid High IT Manager 91706 106028 135173 IT Operations Manager 107535 135675 164569 Help Desk Tier 3 66330 78390 87938 Help Desk Tier 1 50501 58793 65074 Desktop Support Analyst 59044 68843 77636 Applications Support Specialist 53265 64069 77134 Computer Technician 47989 60300 72109

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Our starting salary projections come from a rigorous, multistep process so that our numbers accurately reflect the marketplace. They are based on actual compensation for professionals Robert Half has matched with employers across the country and third-party job posting data from Textkernel that we use to independently validate the salary levels. Starting compensation—pay for someone new to a role—can vary significantly based on a candidate’s skills, experience and certifications, as well as other factors including industry, company size and revenue, and demand for the role. To reflect this variability, we report our salary data in three levels: low, mid and high.