Help Desk Tier 2 in Edmonton, AB

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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Salary for Help Desk Tier 2 in Edmonton, AB

62269 - 71494

25th percentile

62269

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

50th percentile

67650

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

71494

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

108906

136838

167588

Business Continuity Analyst

97631

112238

127356

Help Desk Tier 3

66113

78413

87125

Help Desk Tier 1

48944

58681

65088

Desktop Support Analyst

59706

68931

78156

Applications Support Specialist

53300

64063

77388

Mobile Device Support Analyst

54325

62269

80206

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