Remote Service Desk Technician

The Salvation Army in Canada; Lethbridge; Remote; CAD 61,000 - 91,000; Full time

Job summary

The Salvation Army in Canada is seeking a Service Desk Technician to keep our teams productive by delivering effective IT support. This fully remote role handles service requests, troubleshooting, and end-user assistance across Windows and macOS environments, with emphasis on Microsoft 365 and enterprise tools.

You will resolve incidents within SLAs, document outcomes, assist with software releases, and contribute to knowledgebase resources.

Qualifications

• Certificate from a recognized college or technical school.
• ITIL Foundations and A+ Certification are required.
• Experience supporting Microsoft 365 productivity applications and using diagnostic utilities.

Responsibilities

• Provide remote and in-person end-user support with SLAs.
• Use remote tools and diagnostics to troubleshoot issues.
• Record incidents and resolutions in the ticketing system.
• Assist in software releases, rollouts and installations.
• Create and maintain knowledgebase articles and end-user guides.
• Escalate incidents with accurate documentation when needed.
• Contribute to continual service improvement initiatives.

Skills

Excellent communication

Hardware knowledge

Networking fundamentals

Customer support

Education

IT certificate/college or technical school

ITIL Foundations

A+ Certification

Tools

ServiceNow

Azure AD

Active Directory

O365 administration

Microsoft 365

Job description

The Salvation Army in Canada is seeking a Service Desk Technician to keep our teams productive by delivering effective IT support. This fully remote role handles service requests, troubleshooting, and end-user assistance across Windows and macOS environments, with emphasis on Microsoft 365 and enterprise tools.

You will resolve incidents within SLAs, document outcomes, assist with software releases, and contribute to knowledgebase resources.