Bilingual Senior / Level 2 IT Service Desk Analyst

Symbiotic Group; Ottawa; On-site; CAD 65,000 - 90,000; Full time

Job summary

Symbiotic Digital is seeking a bilingual Senior / Level 2 IT Service Desk Analyst to support a large public sector environment in Canada. The role requires strong troubleshooting across desktop systems, M365, and enterprise apps, plus fluency in French and English.

The successful candidate will provide advanced technical support, triage and resolve complex incidents, and maintain high levels of customer service within a fast-paced service desk team.

Qualifications

• 12+ months IT Service Desk experience in last 2 years resolving incidents
• Post-secondary diploma or degree in CS/IT or related field
• Experience supporting Microsoft 365 and email applications within enterprise environments
• Experience with two of: ACD telephony, ITSM, remote support tools, mobile device support, video conferencing, certifications listed

Responsibilities

• Provide Tier 2 service desk and remote deskside support across desktop and enterprise apps
• Triage, document, escalate incidents using ITSM platforms
• Troubleshoot Microsoft 365 apps including Outlook/Exchange/Teams
• Remote diagnosis and issue resolution via remote tools
• Manage AD/Microsoft Entra ID accounts and permissions
• Configure and support mobile devices and MDM solutions
• Support meeting/boardroom tech and video conferencing
• Resolve VPN, MFA, and certificate related issues

Skills

Bilingual English/French

IT Service Desk

Security Clearance

Microsoft 365

Remote support

Education

Diploma/Degree in CS or IT

Tools

ITSM ticketing platforms

Remote control tools

Active Directory / Microsoft Entra ID

Job description

Bilingual Senior / Level 2 IT Service Desk Analyst

Contract | Symbiotic Digital | Canada

Posted On 10/14/2026

Job Description

Position: Bilingual Senior / Level 2 IT Service Desk Analyst

Job ID#: 01B68-25-0519

Duration: Long term

Role Overview

We are seeking an experienced Bilingual Senior / Level 2 IT Service Desk Analyst to support a large-scale public sector enterprise environment. The successful consultant will provide advanced technical support, resolve complex end-user issues, and deliver excellent customer service across a diverse technology environment.

This role requires strong troubleshooting expertise across desktop systems, Microsoft 365 technologies, enterprise applications, mobility solutions, and collaboration platforms. The ideal candidate is bilingual in French and English and thrives in a fast-paced service desk environment supporting a broad user community.

Key Responsibilities

• Provide Tier 2 technical service desk and remote deskside support to end users across corporate desktop environments and enterprise business applications.
  
• Triage, resolve, document, and escalate incidents, service requests, and problems using enterprise ITSM ticketing platforms.
  
• Provide advanced troubleshooting support for Microsoft 365 applications, Outlook, Exchange Online, Teams, and office productivity software.
  
• Perform remote diagnosis and issue resolution using remote assistance and endpoint management tools.
  
• Manage user accounts, access permissions, security groups, and mailboxes within Active Directory and Microsoft Entra ID environments.
  
• Configure, troubleshoot, and provision corporate mobile devices and mobile device management solutions.
  
• Provide meeting and boardroom support for collaboration and video conferencing technologies.
  
• Troubleshoot endpoint connectivity issues, VPN access, multi-factor authentication (MFA), and digital certificate-related incidents.
  

Mandatory Requirements

IT Support Experience

• Minimum of twelve (12) months of experience completed within the last two (2) years providing IT Service Desk support to end users resolving incidents related to corporate desktop environments or business applications;
  

OR

• Completed post-secondary diploma or degree (minimum two years) in Computer Science, Information Technology, or a related discipline.
  

Email & Microsoft Office / M365 Support

• Minimum of twelve (12) months of experience completed within the last three (3) years providing IT Service Desk support resolving incidents related to email and Microsoft Office / Microsoft 365 applications.
  

Candidates must demonstrate experience with at least two (2) of the following within the last three (3) years:

• Automated Call Distribution (ACD) telephony systems.
  
• ITSM ticketing platforms.
  
• Remote control and remote support tools.
  
• Mobile computing device support (iOS and Android).
  
• Video conferencing technologies and collaboration platforms.
  
• One of the following certifications:
  
• CompTIA A+
  
• ITIL 4 Foundation
  
• Microsoft Office Specialist
  

References

• Ability to provide one (1) verifiable supervisor or client reference validating at least four (4) months of IT Service Desk support experience within the last five (5) years.
  

Security Clearance & Language Requirements

• Active Government of Canada Secret Security Clearance.
  
• Fluent verbal and written communication skills in both English and French.
  

About Symbiotic Digital.

Symbiotic Digital provides the IT Experts you need that solve problems and get things done. See what the top 2% in their field can do for you. (Symbiotic Digital is a division of Symbiotic Group Inc.) We serve customers in two ways, we provide:

• Digital Experts: IT Consulting expertise. Bright Minds That Produce Proven Results
  
• Recruitment: Find The Right People You Need
  

Serving IT & Business leaders, Symbiotic Digital provides a business system that enable us to provide the Expert Technical staff needed to solve challenging business and IT problems. IT leaders in the most reputable organizations in Canada have relied on Symbiotic Digital to help them staff difficult assignments with proven Experts uniquely evaluated by our proven QMS- Quality Management System Staff Development Model. We are a 100% Indigenous owned company.