Help Desk Tier 1 in Kitchener Waterloo, ON

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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Salary for Help Desk Tier 1 in Kitchener Waterloo, ON

47750 - 63500

25th percentile

47750

The candidate is new to the role and building the needed skills, experience and autonomy.

50th percentile

57250

The candidate has the experience to perform core responsibilities without direct supervision and is comfortable with the role’s processes and subject matter.

75th percentile

63500

The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.

Projected salaries for related positions

Position title

25th percentile

50th percentile

75th percentile

IT Operations Manager

106250

133500

163500

Business Continuity Analyst

95250

109500

124250

Help Desk Tier 3

64500

76500

85000

Help Desk Tier 2

60750

66000

69750

Desktop Support Analyst

58250

67250

76250

Applications Support Specialist

52000

62500

75500

Mobile Device Support Analyst

53000

60750

78250

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