Service Desk Tier II Specialist

Role Overview

Joining a large enterprise IT organization supporting over 8,000 users across multiple sites, this Tier 2 Service Desk Specialist position involves addressing diverse technical challenges daily within a fast-moving environment.

Key Responsibilities

• Provide advanced Tier 2 technical assistance for escalated incidents and service requests across an extensive enterprise network.
• Troubleshoot and resolve problems related to Active Directory, Microsoft Entra ID (Azure AD), Office 365, Windows 10/11, and associated technologies.
• Manage user authentication, account access, permissions, and identity management tasks effectively.
• Offer premium support to executive leadership and VIP users as required.
• Use ServiceNow to handle incidents, service requests, documentation, and change management activities.
• Address issues involving Exchange Online, Teams, SharePoint, and other Microsoft collaboration platforms.
• Assist with user onboarding and offboarding including account provisioning and hardware setup.
• Handle a high volume of incidents and requests with appropriate prioritization to meet service standards.
• Collaborate cross-functionally with Tier 1, Tier 2, and Tier 3 teams to facilitate prompt issue resolution.
• Develop and maintain technical documentation, knowledge bases, and streamline processes.
• Identify and propose enhancements to improve service delivery and end-user satisfaction.

Candidate Requirements

• Between 3 to 5 years’ experience supporting enterprise IT environments in roles such as Tier 2 Service Desk Specialist or Desktop Support.
• Strong practical expertise in Active Directory user administration, access controls, and group policy management.
• Experience in Microsoft Entra ID (Azure AD), including identity and authentication troubleshooting.
• Proficient with Office 365 suite, particularly Exchange Online, Teams, and SharePoint services.
• Familiarity using ServiceNow platform for incident management and service request tracking.
• Excellent troubleshooting capabilities across Windows operating systems, Microsoft applications, and endpoint devices.
• Ability to work autonomously in a high-paced support environment with a queue management focus.
• Excellent organizational and prioritization skills to multitask effectively.
• Strong communication skills complemented by high customer service standards.
• Previous experience supporting large user bases and enterprise-scale environments is preferred.

Compensation and Benefits

• Annual salary range between $70,000-75,000 CAD.
• Comprehensive benefits package including medical, dental, vision insurance, 401(k) plan, and paid time off.
• Exposure to a large enterprise IT landscape allowing extensive technical growth.
• High-visibility role with opportunities to support users across multiple locations.
• Collaborative work culture promoting continuous learning and career development.
• Chance to cultivate diverse IT expertise and enhance a versatile professional skillset.

Additional Details

• Location: Onsite at Alberta, Canada.
• Employment type: Contract position.
• This opportunity allows immediate impact within a high-functioning IT team focused on problem-solving and technology support.