Job Title: Desktop Support Technician

Job Description

The Service Desk Technician II is an intermediate escalation point for Tier I technicians, resolving more 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 taking on tasks of moderate complexity and mentoring Tier I staff. A successful candidate will display strong problem-solving skills, a commitment to excellent customer service, and thrive in a dynamic, fast-paced environment.

ResponsibilitiesProvide 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 SLA compliance promptly.Move, add, change, break, fix, employee onboarding, offboarding, and shutting down accounts.Provide immediate support for executive issues and Tier 2 application support when not performing on-site support.Document tickets thoroughly and work independently while interacting with the HQ team.Perform user account management tasks, such as Active Directory and Office 365 administration.Essential Skills2+ 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.Relevant certifications (e.g., CompTIA A+, ITIL v4 Foundation, or Microsoft certifications) preferred.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.Participation in on-call rotations for after-hours support.Willingness to travel domestically and internationally (less than 10%).Additional Skills & QualificationsExperience with Freshservice (the ticketing system used).Networking concepts: CompTIA Network+.Executive-level support experience is a plus.A passion for customer service, takes initiative, and has strong interpersonal skills.Work Environment

100% onsite in Burnaby. The site is growing rapidly, especially in engineering and manufacturing, which is highly IT intensive. The work environment is collaborative, with a great team and manager. The role requires active team interaction throughout the day, including walking around, checking in with directors and managers, and having an eye for inefficiencies. The position involves providing immediate support in emergency situations if something goes wrong.

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.

À propos d'Actalent:

Actalent est un chef de file mondial des services d’ingénierie et de sciences et des solutions de talents. Nous aidons les entreprises visionnaires à faire progresser leurs initiatives en matière d’ingénierie et de science en leur donnant accès à des experts spécialisés qui favorisent la mise à l’échelle, l’innovation et la mise en marché rapide. Avec un réseau de près de 30 000 consultants et plus de 4 500 clients aux États-Unis, au Canada, en Asie et en Europe, Actalent est au service d’un grand nombre d’entreprises du classement Fortune 500.

La diversité, l’équité et l’inclusion

Chez Actalent, la diversité et l’inclusion constituent le pont vers l’équité et la réussite de notre personnel. La diversité, l’équité et l’inclusion (DE&I) sont ancrées dans notre culture par :

L’embauche des talents diversifiés ; Le maintien d’un environnement inclusif par une autoréflexion permanente ; La mise en place d’une culture de soin, d’engagement, et de reconnaissance par des résultats concrets ; L’assurance des opportunités de croissance pour nos gens.

Actalent est un employeur souscrivant au principe de l’égalité des chances et accepte toutes les candidatures sans tenir compte de la race, du sexe, de l’âge, de la couleur, de la religion, des origines nationales, du statut d’ancien combattant, d’un handicap, de l’orientation sexuelle, de l’identité sexuelle, des renseignements génétiques ou de toute autre caractéristique protégée par la loi.

Si vous souhaitez faire une demande d’accommodement raisonnable, tel que la modification ou l’ajustement du processus de demande d’emploi ou d’entrevue à cause d’un handicap, veuillez envoyer un courriel à actalentaccommodation@actalentservices.com pour connaître d’autres options d’accommodement.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

Diversity, Equity & Inclusion

At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are 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

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.