L3 Service Desk Contractor – End User Support Specialist

Résumé du poste

Position: L3 Service Desk Contractor – End User Support Specialist Location: Calgary Job ID#: 84084-25-0028/A Duration: 12 Months On behalf of our client, a government agency located in Calgary, we are recruiting for a Help Desk Level role to provide support to a large user base. This role is primarily onsite in Calgary Senior level frontline Service Desk experience (L3 equivalent) in a large enterprise environment, providing phone, email, and walk up support in a high volume operational setting Proven ability to deliver professional, client focused support, including troubleshooting workst…

Détails du poste

Position: L3 Service Desk Contractor – End User Support Specialist Location: Calgary Job ID#: 84084-25-0028/A Duration: 12 Months On behalf of our client, a government agency located in Calgary, we are recruiting for a Help Desk Level role to provide support to a large user base. This role is primarily onsite in Calgary Senior level frontline Service Desk experience (L3 equivalent) in a large enterprise environment, providing phone, email, and walk up support in a high volume operational setting Proven ability to deliver professional, client focused support, including troubleshooting workstation issues, peripherals, printers, email, and enterprise applications Strong hands on troubleshooting skills using logical, deductive, and analytical techniques to resolve incidents efficiently Ability to identify root causes, minimize downtime, and escalate appropriately when required Experience supporting hardware diagnostics, basic repair activities, and resolving issues involving the interaction between hardware, software, and data components Strong troubleshooting capability across Windows 10/11 end user devices, Microsoft 365 applications and services (Outlook, Teams, OneDrive, SharePoint) and common endpoint issues. Experience supporting Identity and Access Management (IAM) functions, including MFA setup and troubleshooting, account recovery processes, certificate based authentication, and YubiKey provisioning. Proven First Contact Resolution (FCR) delivery, with the ability to resolve issues efficiently without unnecessary escalation Demonstrated excellence in ticket quality and lifecycle ownership, including accurate intake, investigation, resolution, documentation, communication, and closure using an ITSM platform (e.g., Ivanti, ServiceNow) Experience supporting VIP, executive, or time critical users, maintaining professionalism, discretion, and composure under pressure Strong customer service and communication skills, with the ability to explain technical issues clearly to non technical users and manage expectations effectively Ability to work independently on site while collaborating closely within a team based Service Desk operating model Demonstrated prioritization and judgment, balancing competing incidents, service requests, and urgent business impacts Awareness of IT security and governance requirements CompTIA A+ certification, or equivalent experience, indicating solid foundational knowledge of computer hardware, operating systems, and technical troubleshooting Availability to work on site in Calgary, five days per week (7.5 hours per day) Valid Government of Canada Reliability Status, or clear eligibility to obtain one Nice to have qualifications The following experience will be considered an asset and may be used as a tie breaker during screening: Prior experience supporting public facing or high visibility environments, such as hearings, executive operations, or boardroom support Exposure to Audio Visual (AV) or Microsoft Teams Rooms (MTR) support in an enterprise environment Experience performing Local Registration Authority (LRA)–type duties, such as Entrust, MyKey, or similar identity proofing activities Experience working within ITIL aligned Service Desk environments, including incident management, SLAs, and defined escalation paths Ability to provide informal coaching, knowledge transfer, or mentoring to junior analysts or peers Exposure to automation or scripting (e.g., PowerShell) to support efficiency or consistency in Service Desk operations Awareness of basic cybersecurity practices, such as phishing recognition, endpoint security checks, and safe handling of user data Microsoft certifications such as Azure Fundamentals (AZ 900), Microsoft 365 Fundamentals (MS 900), or Modern Desktop Administrator Associate (MD 100/MD 101), demonstrating foundational knowledge of cloud services, Microsoft 365, and enterprise Windows device management. About Symbiotic Digital. Symbiotic Digital provides the IT Experts you need that solve problems and get things done. See what the top 2% in their field can do for you. (Symbiotic Digital is a division of Symbiotic Group Inc.) We serve customers in two ways, we provide: 1) Digital Experts: IT Consulting expertise. Bright Minds That Produce Proven Results 2) Recruitment: Find The Right People You Need Serving IT & Business leaders, Symbiotic Digital provides a business system that enable us to provide the Expert Technical staff needed to solve challenging business and IT problems. IT leaders in the most reputable organizations in Canada have relied on Symbiotic Digital to help them staff difficult assignments with proven Experts uniquely evaluated by our proven QMS- Quality Management System Staff Development Model. We are a 100% Indigenous owned company. Learn more online at https://www.symbioticgroup.com/home-sd/. Please submit your most recent resume to: RecDep@symbioticgroup.com View All Jobs online at: https://www.symbioticgroup.com/view-jobs/

Ce que vous ferez

Provide senior-level L3 technical support to a large user base via phone, email, and walk-up in a high-volume government environment. Resolve complex hardware and software incidents while managing the full ticket lifecycle within an ITSM platform.

Exigences

Requires extensive experience in enterprise end-user support, proficiency with Microsoft 365, and IAM functions. Candidates must have a CompTIA A+ certification (or equivalent) and hold or be eligible for Government of Canada Reliability Status.

Compétences indiquées

• Software · Souhaitée
• Technical · Souhaitée
• Reliability · Souhaitée
• Microsoft · Souhaitée
• Microsoft 365 · Souhaitée
• staff · Souhaitée
• Teams · Souhaitée
• Client · Souhaitée
• management · Souhaitée
• Communication · Souhaitée
• Troubleshooting · Souhaitée
• email · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• L3 Service Desk Support
• Windows 10/11
• Microsoft 365
• Identity and Access Management
• ITSM Platforms
• Hardware Diagnostics
• First Contact Resolution
• Customer Service
• Troubleshooting
• MFA Setup
• YubiKey Provisioning
• Active Directory
• Technical Documentation
• Incident Management
• VIP Support
• Endpoint Management