L3 Service Desk Contractor – End User Support Specialist

Symbiotic Digital • Calgary, AB

75d • 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.

Requirements

• CompTIA A+ certification, or equivalent experience, indicating solid foundational knowledge of computer hardware, operating systems, and technical troubleshooting

Nice To Haves

• 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.

Responsibilities

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed