Level 2 IT Support Specialist - Downtown Calgary, AB

Overview

Akkodis is seeking a skilled Level 2 IT Support Specialist to join our client's Service Desk team within their Data and Information Management Business Unit. This full-time, salaried position is based on-site in downtown Calgary, AB, where you'll serve as a critical frontline technical resource supporting approximately 600 internal users through various channels including walk-up service, remote assistance, and comprehensive IT support.

Responsibilities

Deliver exceptional technical support through phone, email, walk-up assistance, and remote tools, handling incident intake, triage, and resolution. Manage all work tickets in Ivanti Service Manager with proper categorization, priority assignment, and resolution tracking. Analyze technical issues and either resolve directly or escalate appropriately with detailed troubleshooting documentation. Execute IT service delivery including system deployments, upgrades, account management, equipment relocations, and service request completion. Configure and maintain Windows 10/11 laptops and tablets, oversee loaner equipment processes, and support Microsoft 365 ecosystem including Teams, OneDrive, SharePoint Online, and Exchange Online. Provide specialized support for Microsoft Teams Rooms, audio-visual systems, and meeting room technology. Manage printer fleet operations and coordinate vendor relationships with Xerox. Handle telecommunications support for landline and mobile services. Assist with hearing support coordination when assigned, including system verification and real-time troubleshooting. Participate in network and end-user system installations under supervision. Develop user documentation, knowledge articles, and reference guides while conducting satisfaction surveys and recommending service improvements.

Requirements

3-5 years of enterprise service desk experience supporting 500+ users. Expertise in Windows 10/11 and Microsoft 365 services (Teams, OneDrive, SharePoint Online, Exchange Online). Hands-on experience with Microsoft Teams Rooms and basic audio-visual troubleshooting. Proficiency with imaging and deployment tools like Autopilot or SCCM, plus hardware lifecycle management. iOS device support experience required. Ability to lift equipment up to 25 lbs safely.

Monday to Friday, 9 AM – 5 PM (full-time)