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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