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 Duties of a Help Desk Technician

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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Robert Half is one of the premier technology staffing agencies.

Windows OS

EO/IR systems

Ticketing System

Microsoft

Networking

Deskside Support

Workstatioin Support

Troubleshoot

Computer Hardware

Active Directory

Salary for Help Desk Tier 2 in Ottawa, ON

55526 - 69345

25th percentile

55526

New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties

50th percentile

65576

Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role

75th percentile

69345

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

64069

76129

84671

Help Desk Tier 1

47235

56783

62813

Desktop Support Analyst

57788

66833

75626

Applications Support Specialist

51758

62310

75124

Mobile Device Support Analyst

52260

60049

77385

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