Helpdesk L2 Support Specialist
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Job Summary
Providing technical support and operations management, the full-time Helpdesk L2 Support Specialist will diagnose and resolve hardware, software, and network issues for end users via multiple communication channels while coordinating with internal IT support and vendors.
Key Responsibilities
- Diagnose and resolve technical issues through phone, email, and chat support while documenting incidents in the Incident Management System
- Administer user account provisioning and manage relationships with vendors and support teams for effective problem resolution
- Provide Level 1 remote desktop support and conduct routine maintenance updates in collaboration with IT staff
Required Qualifications
- Bachelor's degree or equivalent experience in a related field
- 3-4 years of help desk or technical support experience with a focus on hardware, software, and network troubleshooting
- Experience with ITSM ticketing tools such as ServiceNow and remote desktop connectivity applications
- Preferred certifications include MCP, MSCE, MSCA, or HDI CSS; ITIL V4 or V5 knowledge is also advantageous
- Proficiency in both English and Canadian French, both verbal and written
Complete Job Description
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