Help Desk Specialist

Help Desk SpecialistWork model: Primarily on site, with the option to work remotely one day per week (subject to business needs)

Shifts: Monday to Friday, between 7:30 a.m. and 4:30 p.m., with possible Saturday coverage 8:30 a.m. to 12:30 p.m. as required

Travel: Infrequent travel to regional offices (Vancouver, Montreal, Yellowknife), a valid driver’s license is an asset

Role Summary

Join our client’s Service Desk within the Client Service team, part of the Data and Information Management Business Unit. The Level 2 Help Desk Specialist provides frontline and deskside support for approximately 600 internal users, including walk-up window service, remote assistance, Microsoft 365 support, device provisioning, audio-visual support for Microsoft Teams Rooms, and incident response. The role contributes to steady daily operations, service quality, and hearing support while meeting defined targets for ticket data quality, triage accuracy, first contact resolution, and restore times.

Key Responsibilities

• Provide frontline support via phone, email, walk-up window, and remote tools, including intake, triage, and resolution for incidents and service requests
• Log and manage all work in Ivanti Service Manager using the correct ticket type, category, asset, priority, and resolution code, follow our client service definitions and data standards
• Analyze, resolve, or escalate tickets to the appropriate group (Service Desk Analyst, Help Desk Specialist, Tier 2 Infrastructure or Application Support) with clear troubleshooting notes and next steps
• Deliver IT services, including deployments, upgrades, account maintenance, equipment moves, incident resolution, and service request fulfillment
• Configure, image, and maintain Windows 10 and 11 laptops and tablets, manage loaner pool requests and returns
• Support Microsoft 365 services (Teams, OneDrive, SharePoint Online, Exchange Online), and managed iOS mobile devices
• Provide on-site support for Microsoft Teams Rooms and specialty rooms, assist with audio-visual setup, basic troubleshooting, and meeting readiness checks
• Support the printer fleet and coordinate with Xerox as required
• Support telecom services (landline telephony and mobile provisioning), and submit vendor tickets when needed
• Participate in remote or hybrid hearing support when assigned (coordination, system checks, real-time troubleshooting, liaison with vendors)
• Participate in on-site installations of network or end-user systems under guidance
• Create and update end-user guides, knowledge base articles, and quick reference materials
• Conduct user satisfaction surveys when requested, document trends, and suggest improvements
• Lift and move equipment up to 25 lbs, observe safe handling practices

Qualifications

• 3 to 5 years of service desk or deskside support experience in an enterprise environment supporting 500 plus users
• Strong experience with Windows 10 and 11, Microsoft 365 apps and services (Teams, OneDrive, SharePoint Online, Exchange Online)
• Hands on experience with Microsoft Teams Rooms operations and basic audio visual troubleshooting
• Experience with imaging and deployment tools and processes, such as Autopilot or SCCM, and hardware lifecycle activities
• Experience supporting iOS devices with MDM tools, Intune experience preferred
• Working knowledge of Active Directory user and group administration, password resets, mailbox permissions
• Basic network troubleshooting skills, such as Wi-Fi, DHCP, DNS, VPN
• Experience with an ITSM platform, Ivanti Service Manager preferred
• Excellent customer service, communication, and documentation skills
• Ability to lift up to 25 lbs and move equipment safely
• ITIL Foundation certification preferred, or equivalent knowledge

Nice to Have

• Microsoft 365 Certified, MD 102 or MS 102 advantageous
• A plus: experience with Xerox admin portals, Crestron room control panels, or camera tracking systems

Technical Environment

• Microsoft 365, Teams, OneDrive, SharePoint Online, Exchange Online
• Managed iOS devices, Windows 10 and 11 laptops and tablets, Microsoft SQL Server
• On premises Windows Server environment, approximately 90 percent virtualized
• Microsoft Teams Rooms across general and specialty meeting rooms (Crestron control, camera tracking, discussion systems)
• Ivanti Service Manager, ITIL aligned processes