Service Desk Level 2 Specialist

Evolutionary Recruiting; Edmonton; On-site; CAD 55,000 - 75,000; Full time

Job summary

Evolutionary Recruiting seeks a Service Desk Level 2 Specialist to provide responsive support in a multi-site Edmonton area environment. The role focuses on troubleshooting, device deployment, inventory management, and knowledge base development to improve service delivery.

The candidate will work with end users and IT teams to ensure reliable, secure, and accessible technology services, including training and documentation. On-site work in Edmonton area is required.

Qualifications

• Minimum 3 years in a Service Desk, Technical Support, or IT Support environment.
• Strong knowledge of Windows and macOS operating systems.
• Experience with hardware, software, cloud technologies, networking, and user account management.
• Experience with ServiceNow, Jira Service Management, or similar ticketing systems.
• Experience with technology asset management, inventory controls, audits, and device lifecycle management.
• Working knowledge of cybersecurity, privacy, confidentiality, and secure data-handling practices.
• Excellent verbal and written communication skills.

Responsibilities

• Provide Level 2 technical support via phone, email, remote access, and in person.
• Troubleshoot hardware, software, access, accounts, printing, and connectivity issues.
• Support desktops, laptops, Chromebooks, tablets, printers, and related peripherals.
• Record, track, and update requests and incidents within the ticketing system.
• Install, configure, maintain, update, and troubleshoot end-user technologies.
• Develop and maintain user guides, support documentation, and knowledge base articles.
• Deliver end-user technology training and assistance.
• Escalate complex issues as required.

Skills

Windows OS

macOS

Hardware

Networking

IT Security basics

Customer service

Troubleshooting

Education

Two-year post-secondary diploma in Information Technology

Tools

ServiceNow

Jira Service Management

Job description

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.