Service Desk Level 2 Technician — Multi-Site IT Support

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

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.