Job Title
Desktop Support Technician (Level II)
Role Overview
We are looking for a skilled Desktop Support Technician II to act as a key escalation point within the IT support function. This role supports end users across a wide range of technical issues while also guiding junior technicians and partnering with expereicned IT staff. Success in this position requires strong technical troubleshooting skills, a customer-first mindset, and the ability to operate effectively in a fast-moving support environment.
Key Responsibilities
- Act as a second-tier support resource by diagnosing and resolving escalated technical issues related to end-user hardware, software, and connectivity.
- Deploy, configure, and maintain desktops, laptops, peripherals, and enterprise applications across both Windows and macOS environments.
- Create and maintain clear technical documentation, contributing to internal knowledge bases and improving self-service resources for users.
- Provide coaching and technical guidance to Tier I technicians, helping to raise overall support quality and consistency.
- Perform user lifecycle management tasks including account provisioning, access changes, and troubleshooting within Active Directory, Azure AD, and Microsoft 365.
- Support mobile devices, endpoint protection platforms, and IT asset tracking processes.
- Work closely with experienced support teams and IT leadership on complex incidents, ensuring timely resolution and adherence to service level objectives.
- Participate in scheduled after-hours or on-call support rotations as required.
- Engage with managers and department leaders to identify recurring issues and recommend process or technical improvements.
Required Qualifications
- Minimum of 2 years’ experience in an IT support, service desk, or desktop support role.
- Strong hands-on experience supporting Windows and macOS systems, along with Microsoft 365 applications.
- Practical knowledge of Active Directory, Azure AD, and Office 365 administration.
- Solid understanding of core networking concepts such as DNS, DHCP, TCP/IP, and VPN connectivity.
- Excellent communication skills with a strong focus on professionalism, empathy, and customer satisfaction.
- Experience working with ITSM or ticketing platforms such as ServiceNow, Freshservice, or Jira Service Management.
- Demonstrated ability to support and mentor junior team members.
- Familiarity with endpoint protection tools such as Microsoft Defender for Endpoint or CrowdStrike.
- Strong troubleshooting, analytical, and root-cause analysis skills.
- Ability to prioritize and manage multiple issues efficiently in a fast-paced environment.
- High level of discretion and adherence to security, compliance, and confidentiality standards.
Preferred Experience & Assets
- Industry certifications such as CompTIA A+, ITIL v4 Foundation, Network+, or relevant Microsoft certifications.
- Prior experience using Freshservice or similar service management platforms.
- Experience delivering white-glove or executive-level technical support.
- Exposure to AI-assisted tools (e.g., GPT-based tools or Claude) to enhance ticket resolution and workflow efficiency.
- Reliable transportation; mileage reimbursement may be available depending on support needs.
Job Type & LocationThis is a Contract position based out of Burnaby, BC.
Pay and BenefitsThe pay range for this position is $28.00 - $30.00/hr.
Workplace TypeThis 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.
