Help Desk Tier 3 in Toronto, 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 Toronto, ON

67274 - 88655

25th percentile

67274

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

50th percentile

79790

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

88655

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

110819

139241

170531

Business Continuity Analyst

99346

114209

129593

Help Desk Tier 2

63362

68838

72749

Help Desk Tier 1

49803

59712

66231

Desktop Support Analyst

60755

70142

79529

Applications Support Specialist

54236

65188

78747

Mobile Device Support Analyst

55279

63362

81615

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