Help Desk Tier 3 in Kitchener Waterloo, ON

Help Desk Tier 3 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 3 positions often require four or more years of help desk experience, a bachelor’s degree in computer science or a related field, and/or professional certifications such as HDI’s Customer Service Representative or Support Center Analyst or the Microsoft Certified Systems Engineer (MCSE) designation.

Typical Duties of a Help Desk Technician

Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolve

Analyzing and identifying trends in issue reporting and devising preventive solutions

Mentoring other help desk personnel on hardware and software problem analysis and resolution

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Salary for Help Desk Tier 3 in Kitchener Waterloo, ON

64500 - 85000

25th percentile

64500

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

50th percentile

76500

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

85000

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 2

60750

66000

69750

Help Desk Tier 1

47750

57250

63500

Desktop Support Analyst

58250

67250

76250

Applications Support Specialist

52000

62500

75500

Mobile Device Support Analyst

53000

60750

78250

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