Help Desk Technician - Level 3

Rising Edge Group; Calgary; On-site; CAD 70,000 - 90,000; Full time

Job summary

An IT services company in Calgary is seeking a Help Desk Technician Level 3 to resolve complex technical issues and lead support teams. The ideal candidate will have over 5 years of IT support experience and strong expertise in Windows OS, M365, and Active Directory. Responsibilities include escalating issues, troubleshooting, and mentoring junior technicians. Competitive perks like extended healthcare and PTO benefits offered.

Benefits

Extended Healthcare Plan (Medical, Disability, Dental & Vision)

Paid Time Off Benefits

Weekly Pay Periods

Employee Assistance Program – Counseling

DPSP matching program

Qualifications

• 5+ years of IT support experience in a progressive help desk environment.
• Strong expertise with Windows OS, M365, Active Directory, and network troubleshooting.
• Excellent communication skills with a strong focus on customer service.

Responsibilities

• Act as highest escalation point for Level 1 and 2 support teams.
• Troubleshoot and resolve advanced technical issues.
• Document solutions and create knowledge base articles.

Skills

Windows OS

M365

Active Directory

Network troubleshooting

Customer service

Problem-solving techniques

Analytical thinking

Education

Bachelor's degree or diploma in Computer Science

Tools

Ticketing systems

Remote support tools

Job description

Role

Reporting to the IT Manager, the Help Desk Technician Level 3 is responsible for resolving complex technical issues raised by end-users. This position involves troubleshooting a variety of IT problems, enhancing support processes, and acting as a lead for Level 1 and Level 2 technicians. Your expertise will play a vital role in ensuring seamless IT operations across our organization.

Responsibilities

• Act as the highest escalation point for technical issues from Level 1 and Level 2 support teams.
• Troubleshoot, diagnose, and resolve advanced technical issues related to hardware, software, and networking.
• Provide guidance and mentorship to Level 1 and Level 2 technicians to improve their technical skills.
• Document solutions and create knowledge base articles to facilitate faster resolutions in the future.
• Manage and prioritize support tickets within the Help Desk ticketing system.
• Collaborate with cross-functional teams to resolve complex issues and gather feedback on user experiences.
• Partner with teams to ensure smooth onboarding and system upgrades
• Perform software installations, updates, and configurations on user workstations.
• Conduct post-resolution follow-ups to ensure user satisfaction and continuous improvement.

Qualifications

• Bachelor's degree or diploma in Computer Science, Information Technology, or a related field or equivalent experience.
• A minimum of 5 years of IT support experience in a progressive help desk environment.
• Strong expertise with Windows OS, M365, Active Directory, and network troubleshooting.
• Experience with ticketing systems and remote support tools.
• Excellent communication skills with a strong focus on customer service.
• Proficient in problem-solving techniques and analytical thinking.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong organizational skills and keen attention to detail.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified are a plus.
• Willingness to stay updated with emerging technologies and industry trends.

• Extended Healthcare Plan (Medical, Disability, Dental & Vision)
• Paid Time Off Benefits
• Weekly Pay Periods
• Employee Assistance Program – Counseling
• DPSP matching program that offers increased matching contributions based on your years of service with the company.