Job Title: Service Desk Level 2 SpecialistLocation: Multi-site Edmonton area, Alberta (On-Site)Type: 3-Month Contract with possibility of extension
All applicants must be legally entitled to work in Canada.
The Position:
Our client is seeking a Service Desk Level 2 Technician to provide responsive technical support within a multi-site environment. You will work closely with end users and technical teams to ensure technology services remain reliable, secure, functional, and accessible.
You will play a key role in technical support, troubleshooting, device deployment, inventory management, documentation, user training, and technology operations while helping deliver excellent customer service to end users.
What You'll Do:
Technical Support & Service Delivery
- Provide Level 2 technical support through phone, email, remote access tools, and in person.
- Troubleshoot hardware, software, access, account, printing, and connectivity issues.
- Support desktops, laptops, Chromebooks, tablets, printers, interactive display technologies, and related peripherals.
- Record, track, and update requests and incidents within the ticketing system.
Device Management & Asset Control
- Install, configure, maintain, update, and troubleshoot end-user technologies.
- Perform device deployments, replacements, upgrades, repairs, and maintenance activities.
- Maintain inventory records, asset documentation, warranty information, and device lifecycle records.
- Assist with inventory audits and asset management activities.
Documentation, Training & Continuous Improvement
- Develop and maintain user guides, support documentation, and knowledge base articles.
- Deliver end-user technology training and assistance.
- Escalate complex issues as required.
- Support cybersecurity, privacy, and information management requirements.
- Contribute to technology projects and operational improvements.
Mandatories:
- High school diploma or equivalent.
- Minimum 3 years of experience in a Service Desk, Technical Support, or IT Support environment.
- Strong knowledge of Windows and macOS operating systems.
- Strong knowledge of hardware, software, cloud technologies, networking, and user account management.
- Experience with ServiceNow, Jira Service Management, or similar ticketing systems.
- Experience supporting desktops, laptops, Chromebooks, tablets, printers, interactive display technologies, and related peripherals.
- Experience with technology asset management, inventory controls, audits, and device lifecycle management.
- Working knowledge of cybersecurity, privacy, confidentiality, and secure data-handling practices.
- Strong analytical, troubleshooting, organizational, and customer-service skills.
- Excellent verbal and written communication skills.
- Must possess two (2) or more of the following certifications, whether current or expired:
- ITIL
- Google IT Support Professional Certificate
- Microsoft 365 Certified: Fundamentals
- Microsoft 365 Certified: Endpoint Administrator Associate
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft Security, Compliance and Identity Fundamentals
- Cisco Certified Support Technician
- VMware Certified Professional (VCP)
- CompTIA Security+
- CompTIA Network+
Assets:
- Two-year post-secondary diploma in Information Technology or a related discipline.
- Experience supporting educational, training, or shared-user technology environments.
- Experience delivering end-user training.
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Service Desk Level 2 Specialist in Edmonton employer: Evolutionary Recruiting
Join a forward-thinking company in Edmonton, AB, where innovation meets collaboration. As a Data Scientist specializing in AI solutions, you'll thrive in a dynamic hybrid work environment that fosters professional growth and encourages creative problem-solving. With a commitment to ethical data practices and a focus on enhancing customer experiences, this role offers you the chance to make a meaningful impact in Retail Banking while working alongside industry experts.
