Desktop Support Technician

Desktop Support Technician

The Service Desk Technician II serves as an intermediate escalation point for Tier I technicians, resolving complex technical issues and supporting end-user hardware, software, and networking needs. This role bridges the gap between Tier I and Tier III support by handling tasks of moderate complexity and mentoring Tier I staff. The ideal candidate will possess strong problem-solving skills, a commitment to excellent customer service, and thrive in a dynamic, fast-paced environment.

Responsibilities

• Provide second-level IT support for end-user incidents and service requests, including troubleshooting hardware, software, and networking issues.
• Support end-user environments by configuring, deploying, and maintaining hardware, peripherals, and applications.
• Maintain detailed documentation for issue resolutions and update knowledge base articles to improve team efficiency and user self-service options.
• Mentor Tier I technicians through knowledge-sharing sessions to enhance team capabilities and collaboration.
• Perform user account management tasks, such as Active Directory and Office 365 administration.
• Support mobile device management, endpoint security solutions, and asset tracking.
• Collaborate with Tier III technicians and IT leadership to resolve escalated issues and ensure SLA compliance promptly.
• Participate in on-call rotations for after-hours support.
• Engage with directors and managers, identifying inefficiencies and proposing solutions.

Essential Skills

• 2+ years of experience in an IT service desk or technical support role.
• Proficiency in troubleshooting Windows and MacOS environments, including the M365 application suite.
• Experience with Active Directory, Azure AD, and Office 365 administration.
• Foundational knowledge of networking concepts (DNS, DHCP, TCP/IP) and VPN troubleshooting.
• Strong interpersonal and communication skills, focusing on customer empathy and professionalism.
• Familiarity with ITSM tools like ServiceNow, Freshservice, or Jira Service Management.
• Ability to mentor Tier I staff and foster a collaborative team environment.
• Knowledge of endpoint security solutions such as Microsoft Defender ATP or CrowdStrike.
• Excellent analytical and problem-solving skills with the ability to conduct root cause analysis.
• Ability to manage multiple tasks effectively in a dynamic work environment.
• Commitment to confidentiality and compliance with organizational policies.

Additional Skills & Qualifications

• Relevant certifications (e.g., CompTIA A+, ITIL v4 Foundation, or Microsoft certifications) preferred.
• Experience with Freshservice or similar ticketing systems is a plus.
• CompTIA Network+ certification is advantageous.
• Experience providing executive-level support.
• Familiarity with AI tools, such as Claude and GPTs, for ticket resolution is beneficial.
• Reliable transportation preferred, with potential for mileage reimbursement.

Job Type & Location

This is a Contract position based out of Burnaby, BC.

Pay and Benefits

The pay range for this position is $28.00 - $32.50/hr.

Workplace Type

This is a fully onsite position in Burnaby, BC.

Diversity, Equity & Inclusion

At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I is embedded into our culture through:

• Hiring diverse talent
• Maintaining an inclusive environment through persistent self-reflection
• Building a culture of care, engagement, and recognition with clear outcomes
• Ensuring growth opportunities for our people

Actalent is an equal opportunity employer.

About Actalent

Actalent is a global leader in engineering and sciences services. For more than 40 years, we've helped visionary companies advance their goals. Headquartered in the United States, our teams span 150 offices across North America, EMEA, and APAC—with four delivery centers in India led by 1,000+ extraordinary employees who connect their passion with purpose every day.

Our Bangalore, Hyderabad, Pune, and Chennai delivery centers are hubs of engineering expertise, with core capabilities in mechanical and electrical engineering, systems and software, and manufacturing engineering. Our teams deliver work across multiple industries including transportation, consumer and industrial products, and life sciences. We serve more than 4,500 clients, including many Fortune 500 brands. Learn more about how we can work together at actalentservices.com.