Help Desk Technician Salary in Ottawa, Ontario

Help Desk Technician job description

Job Title: Help Desk Technician

Overview/Summary of the Role: The Help Desk Technician is responsible for providing technical assistance and support to end-users regarding software, hardware, and computer systems. They respond to inquiries and resolve technical issues, ensuring that all IT problems are resolved or escalated in a timely and efficient manner.

Responsibilities and Duties:

- To provide frontline support to end-users, identifying and troubleshooting technical issues with software or hardware.

- To respond to inquiries and requests for assistance and provide assistance to end-users in a timely and efficient manner.

- To assess and prioritize IT incidents and service requests, making sure to adhere to to Service Level Agreements (SLAs).

- To escalate complex or unresolved issues to higher-level support teams, ensuring that issues are followed-up until they are resolved.

Help Desk Technician interview questions

Interviewer: Hello, welcome to the interview for the position of Help Desk Technician. Can you start by telling me a little about yourself?

Candidate: Yes, my name is John and I have been working in the IT field for the past five years. I have a degree in computer science and have experience as a help desk technician.

Interviewer: Great, what do you think are the most important skills for a Help Desk Technician?

Candidate: I believe strong communication skills, problem-solving abilities, and technical knowledge are essential for a Help Desk Technician.

Interviewer: Can you give me an example of a challenging technical issue you resolved in your past work experience?

Candidate: Sure, there was a time when a user's computer was infected with a virus and we had to remove it without losing any of their data. I was able to use a combination of antivirus software and data backups to successfully remove the virus without data loss.