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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Salary for Help Desk Tier 2 in Ottawa, ON

61054 - 70099

25th percentile

61054

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

50th percentile

66330

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

70099

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

106781

134168

164318

Business Continuity Analyst

95726

110048

124871

Help Desk Tier 3

64823

76883

85425

Help Desk Tier 1

47989

57536

63818

Desktop Support Analyst

58541

67586

76631

Applications Support Specialist

52260

62813

75878

Mobile Device Support Analyst

53265

61054

78641

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