Help Desk Technician

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 1, an entry-level position, normally requires less than two years of work experience and may require a college diploma. 

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. 

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:

Tier 3 

  • 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 

Tier 2 

  • 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 

Tier 1 

  • Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems 
  • Recognizing and escalating more difficult problems to Tier 2 support 
  • Logging call activity 

Robert Half teams are experts in it staffing. Uploard your resume or tell us your hiring needs if you are looking to hire a help desk technician.

 

Junior Help Desk
Calgary, AB
$45,000.00 - $55,000.00 / Yr
Full-time
Technicien informatique
Longueuil, QC
DOE
Temporary
Spécialiste du support informatique
Montreal, QC
DOE
Temporary
Spécialiste du support informatique
Quebec City, QC
DOE
Temporary
Technical Support Technician
Hamilton, ON
$55,000.00 - $65,000.00 / Yr
Full-time
application support technician
Richmond Hill, ON
$55,000.00 - $60,000.00 / Yr
Full-time
See More Jobs
Success

Availability Status

Let us know you're ready to work with one click.

Update My Status

Set Your Status

Click the blue button on your profile page at least once a week to keep your status set to Available.

Set Your Status

Your status will automatically change to Idle and Unknown over time, so update it weekly while you’re looking for work

Update My Status