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IT and Engineering > IT Tech - Level 1-2

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Short Description:

An IT Technician (Level 1-2) is responsible for providing technical support and troubleshooting for hardware, software, and network issues within an organization. They assist end users with computer setup, system access, password resets, and basic software or hardware problems. The role involves monitoring systems, documenting support requests, and escalating complex issues to higher-level IT staff as needed. Level 1-2 IT Technicians help ensure smooth day-to-day technology operations and prompt resolution of technical issues. Strong problem-solving, communication, and basic technical skills are essential for success in this role.

Duties / Responsibilities:

  • Provide first- and second-level technical support to end users for hardware, software, and network issues via phone, email, or in-person
  • Install, configure, and maintain desktops, laptops, printers, and peripheral devices to ensure operational readiness
  • Troubleshoot common operating system, application, and connectivity problems, escalating complex issues to higher-level IT support as needed
  • Monitor and respond to service tickets using IT service management (ITSM) tools, documenting resolutions and updates accurately
  • Assist with user account management, including password resets, access permissions, and software provisioning
  • Maintain inventory of IT assets, ensuring proper labeling, tracking, and reporting for equipment lifecycle management
  • Support routine system updates, patch management, and software installations under guidance from senior IT staff
  • Provide basic training and guidance to end users on technology usage, security best practices, and IT policies
  • Participate in IT projects such as system upgrades, migrations, and equipment rollouts as assigned
  • Ensure compliance with organizational IT security policies, backup procedures, and data protection standards

Skills / Requirements / Qualifications

  • Education: Associate’s degree in information technology, computer science, or a related field preferred; relevant certifications (CompTIA A+, Network+) advantageous
  • Experience: 1–3 years of experience in IT support, help desk, or technical troubleshooting
  • Technical Knowledge: Familiarity with Windows and macOS operating systems, common business applications, and basic networking concepts
  • Problem-Solving: Ability to diagnose, troubleshoot, and resolve technical issues efficiently
  • Communication: Strong verbal and written communication skills for supporting non-technical users
  • Organization: Ability to prioritize multiple support requests and manage time effectively
  • Customer Service: Professional, patient, and supportive approach to assisting end users
  • Teamwork: Collaborative mindset for working with IT colleagues and escalating issues appropriately

Job Zones

  • Title: Job Zone Three: Medium Preparation Needed.
  • Education: Most occupations in this zone require vocational school training, on-the-job experience, or an associate's degree.
  • Related Experience: Previous work-related skill, knowledge, or experience is required for these occupations. 
  • Job Training: Employees in these occupations usually need one or two years of on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These occupations usually involve communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. 
  • Specific Vocational Preparation in years: 1-2 years preparation (6.0 to < 7.0)

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