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

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

As a Service Desk Technician, you’ll play a key role in keeping our team productive and empowered. You’ll ensure that our technology runs smoothly so employees can focus on their work with confidence. In this role, you’ll troubleshoot and resolve support requests within established SLAs, using a range of diagnostic tools and ticketing systems.

You’ll be the go‑to expert for hands‑on technical support, providing both remote and in‑person assistance to deliver an exceptional end‑user experience.

This is an entirely remote role.

Key Accountabilities:

• Provide support to incoming requests via telephone, web portal, email and chat to ensue courteous, timely and effective issue resolution
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase
• Perform hands‑on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes
• Record, track, and document the service desk incident‑solving process, including all decisions made and actions taken, through to final resolution
• Assist in software releases, rollouts, and installations according to change management best practices
• Hardware setups and configurations according to departmental and/or manufacturer specifications
• Create, modify and remove/disable accounts
• Escalate incidents with accurate documentation to suitable technician when required
• Identify common incidents and inform management to emerging trends in incidents
• Develop help sheets and FAQ lists for end users
• Contribute to technician knowledgebase and training as needed
• Provide suggestions for continual improvement

Education and Experience Qualifications:

• Certificate from a recognized college or technical school.
• Must have ITIL Foundations and A+ Certification.
• Application support experience with Microsoft Productivity Suite.
• Three (3) to five (5) years’ experience in relevant field. Strong knowledge of computer hardware and multifunction devices across both Windows 11 and macOS environments.
• Experienced in supporting Microsoft 365 productivity applications and using diagnostic utilities to troubleshoot issues.
• Expertise and strong skills with ServiceNow and O365 administration, Active Directory, and Azure AD.
• Solid understanding of core networking principles, including TCP/IP, VPN, DNS, and DHCP.
• Comfortable working within ITIL‑aligned processes and applying ITIL best practices.
• Excellent written, verbal, and interpersonal communication skills, with strength in rapport building and active listening.

Compensation:

The target hiring range for this position is $60,715.20 to $75,920.00 with a maximum of $91,104.00.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email [e-mail] if you have a need for any accommodation and we will be pleased to discuss this with you.