L2 Service Desk Contractor – Hardware & Device Operations Specialist

Symbiotic Digital•Calgary, AB

60d•Onsite

About The Position

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. This role is focused on hands‑on, on‑site device and hardware operations that support daily Service Desk delivery. Responsibilities include laptop and peripheral setup, device swaps and refreshes, mobility support, printer and shared device troubleshooting, meeting room support (non‑hearing), and providing physically present technical assistance.

Requirements

Demonstrated experience providing on‑site hardware and device support in a large, enterprise IT environment, supporting end users through desk‑side, walk‑up, and scheduled support activities
Proven experience supporting onboarding and offboarding activities, including device preparation, recovery, reassignment, and coordination with Service Desk or desktop teams
Hands‑on proficiency with end‑user hardware, including laptop and tablet imaging, wiping and re‑imaging; monitors and docking stations; printers and shared devices; peripherals such as keyboards, mice, cameras, and headsets; and mobile devices (e.g., smartphones and accessories).
Experience working with mobility services, including iPhone setup, wipes, device swaps, accessories, and basic telecom coordination
Ability to execute physical device moves, swaps, refreshes, and basic workstation reconfigurations, ensuring minimal disruption to users
Experience performing hardware setup and troubleshooting, including peripheral connectivity issues, printer problems, and basic endpoint diagnostics
Strong experience documenting work and asset movements accurately in an IT Service Management (ITSM) tool (e.g., Ivanti, ServiceNow), ensuring records are complete, accurate, and audit‑ready
Demonstrated ability to work independently on site, while collaborating effectively within a team‑based Service Desk operating model
Strong customer service orientation, with the ability to engage professionally with end users, manage expectations, and resolve issues calmly under pressure
Strong verbal and written communication skills, including clear explanation of technical issues to non‑technical users
Ability to perform effectively in a high‑volume or time‑sensitive support environment
Physical capability to lift and move hardware, including boxed laptops, monitors, and peripherals, as required for deployments, swaps, and inventory handling
Experience coordinating with mailroom or facilities teams for shipping, receiving, and internal distribution of IT equipment
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 Haves

Experience supporting meeting rooms or collaboration technology in an enterprise environment
Familiarity with asset management practices, inventory controls, and physical stock tracking
Experience working within an ITIL‑aligned Service Desk model, including incident and request handling processes
CompTIA A+ (preferred), CompTIA Network+, Microsoft 365 Fundamentals (MS‑900), or equivalent demonstrated experience in enterprise hardware and device support.

Responsibilities

Provide on‑site hardware and device support in a large, enterprise IT environment, supporting end users through desk‑side, walk‑up, and scheduled support activities.
Support onboarding and offboarding activities, including device preparation, recovery, reassignment, and coordination with Service Desk or desktop teams.
Perform hands‑on proficiency with end‑user hardware, including laptop and tablet imaging, wiping and re‑imaging; monitors and docking stations; printers and shared devices; peripherals such as keyboards, mice, cameras, and headsets; and mobile devices (e.g., smartphones and accessories).
Work with mobility services, including iPhone setup, wipes, device swaps, accessories, and basic telecom coordination.
Execute physical device moves, swaps, refreshes, and basic workstation reconfigurations, ensuring minimal disruption to users.
Perform hardware setup and troubleshooting, including peripheral connectivity issues, printer problems, and basic endpoint diagnostics.
Document work and asset movements accurately in an IT Service Management (ITSM) tool (e.g., Ivanti, ServiceNow), ensuring records are complete, accurate, and audit‑ready.
Work independently on site, while collaborating effectively within a team‑based Service Desk operating model.
Engage professionally with end users, manage expectations, and resolve issues calmly under pressure.
Clearly explain technical issues to non‑technical users.
Perform effectively in a high‑volume or time‑sensitive support environment.
Lift and move hardware, including boxed laptops, monitors, and peripherals, as required for deployments, swaps, and inventory handling.
Coordinate with mailroom or facilities teams for shipping, receiving, and internal distribution of IT equipment.
Support meeting rooms or collaboration technology in an enterprise environment.
Manage asset management practices, inventory controls, and physical stock tracking.
Work within an ITIL‑aligned Service Desk model, including incident and request handling processes.