Service Desk Technician

Job Title: Service Desk Technician L2 Job Description The Service Desk Technician L2 provides first and second level support to remote and office-based users, ensuring a stable, secure, and high-performing computing environment. This role focuses on delivering exceptional customer service for technology-related issues, proactively managing the end-user computing experience, and supporting a growing number of users across multiple locations. The technician operates within standard IT procedures, leverages a ticketing system to document and resolve incidents, and collaborates closely with other IT teams and external vendors to maintain reliable and efficient services. Responsibilities • Provide first and second level support to end-users running workstations and laptops, ensuring timely resolution of technology-related issues. • Accurately manage, troubleshoot, and perform computer-related support processes so that IT tools, systems, and services run smoothly. • Support remote and office-based end users, consistently delivering a high level of customer service through a "here to help" mentality. • Maintain end-user working environments, including desktops, laptops, video conference equipment, cellphones, VOIP desk phones, and related peripherals. • Use the ServiceNow ticketing system to log all calls, walk-ups, instant messages, and any other contact with end users that requires support. • Document all end-user interactions in the ticketing system with clear, detailed information and escalate issues when appropriate. • Monitor the ticket queue closely, routing or escalating requests to appropriate functional teams as needed. • Troubleshoot basic and advanced software and hardware issues for internal and external customers via phone, email, chat, and remote control or assist tools. • Execute plans, implement standard procedures, and follow detailed instructions to maintain consistently reliable computing experiences. • Analyze root cause problems and execute corrective actions to prevent recurring issues and improve system stability. • Coordinate with other IT teams and computer specialists to resolve complex technical problems. • Create, maintain, and follow detailed logging and reporting procedures via the ticketing system, including documenting work performed and security-related activities. • Execute and maintain security standards and handle asset management software tools in accordance with established policies. • Contribute to maintaining technician and end-user knowledge bases and participate in required training and continuous improvement programs. • Interact with external vendors engaged by the IT department to support hardware, software, and services. • Maintain a clean and organized IT workspace, following Lean processes implemented onsite. • Take incoming support calls during standard business hours and participate in an on-call rotation for after-hours support. • React to high-priority requirements with little or no notice, providing clear documentation and thorough follow-through. • Balance multiple priorities and work independently or as part of a team with minimal supervision. • Travel to office and data center locations to provide on-site support when required. Essential Skills • Proficiency in both written and spoken English and French, with fluency in professional contexts. • Bachelor’s degree in Information Technology with 1 to 4+ years of relevant experience, or an equivalent combination of education and experience. • A minimum of 1–2 years of service desk operation experience in Windows technologies. • A minimum of 1–2 years of experience using the ServiceNow ticketing system. • Formal classroom training and certifications in Microsoft technologies. • Proficient use of Windows 10/11 operating systems and Microsoft Office. • Basic understanding of IT enterprise infrastructure, including networks, systems, telephony, and storage, and the interrelationships between these components. • Ability to perform general Windows network administration tasks and broad knowledge of the Windows work environment. • PC hardware troubleshooting and repair skills. • Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools. • Ability to read, analyze, and interpret technical procedures and governmental regulations presented in written, oral, diagram, or schedule form. • Ability to write clear reports, business correspondence, and procedure manuals. • Strong verbal and written communication skills, including the ability to document solutions and train other staff. • Ability to effectively present information and respond to questions from clients, customers, and the general public. • Ability to solve practical problems and deal with a variety of concrete variables in situations with limited standardization. • Good organization and project management skills with strong attention to detail. • Ability to travel to office and data center locations for on-site support as needed. • Ability to react quickly to high-priority requirements with clear documentation and follow-through. • Ability to balance priorities and work independently or collaboratively with minimal supervision. Additional Skills & Qualifications • Experience working in an agile operations model. • Experience working in a Microsoft 365 environment, including Microsoft Teams, SharePoint, and Exchange Online. • One Microsoft desktop certification such as MCSE, MCSA, or MTA is highly desired. • ITIL certification. • Certifications in Windows and Linux system management. • Experience supporting Linux environments. • Experience contributing to and maintaining technician and end-user knowledge bases. • Familiarity with Lean processes and continuous improvement methodologies. Job Type & Location This is a Contract position based out of Victoria, BC. Pay and Benefits The pay range for this position is $25.00 - $33.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Workplace Type This is a fully onsite position in Victoria,BC. À propos d'Actalent Actalent est un leader mondial dans les services d’ingénierie et de sciences ainsi que dans les solutions de talents. Nous aidons des entreprises visionnaires à faire progresser leurs initiatives d’ingénierie et de science grâce à l’accès à des experts spécialisés qui favorisent l’échelle, l’innovation et la rapidité de mise sur le marché. Avec un réseau de près de 20 000 consultants et 5 000 clients à travers les États-Unis, le Canada, l’Asie et l’Europe, Actalent dessert de nombreuses entreprises du Fortune 500. Nous sommes fiers d’être l’une des 500 meilleures firmes de conception de l’Engineering News-Record (ENR) pour nos services de conception en ingénierie et un lauréat du prix ClearlyRated Best of Staffing® tant pour le service client que pour les talents. Actalent est un employeur souscrivant au principe de l’égalité des chances et accepte toutes les candidatures sans tenir compte de la race, du sexe, de l’âge, de la couleur, de la religion, des origines nationales, du statut d’ancien combattant, d’un handicap, de l’orientation sexuelle, de l’identité sexuelle, des renseignements génétiques ou de toute autre caractéristique protégée par la loi. Si vous souhaitez faire une demande d’accommodement raisonnable, tel que la modification ou l’ajustement du processus de demande d’emploi ou d’entrevue à cause d’un handicap, veuillez envoyer un courriel à actalentaccommodation@actalentservices.com pour connaître d’autres options d’accommodement. Ordonnance sur l’égalité des chances de San Francisco: Conformément à l’Ordonnance sur l’égalité des chances de San Francisco, pour tous les postes situés dans la ville et le comté de San Francisco, nous examinerons les candidatures