Job Summary Reporting to the Director of Information Technology, the IT Help Desk Support II is the senior member of the help desk team. The role is responsible for front line and escalated end user support, administration of the IT service management platform, and the day-to-day quality, consistency, and service levels of the help desk function.
Duties and Responsibilities - Tier 1 and Tier 2 end user support across desktops, laptops, mobile devices, printers, meeting room technology, and core business applications.
- Act as escalation point for junior help desk staff before issues are passed to the infrastructure team.
- User onboarding and offboarding, including account creation, access provisioning, hardware issues, and hardware return.
- Endpoint imaging, deployment, patching, and lifecycle replacement.
- Active Directory account, group, and permission administration, and Microsoft 365 license assignment.
- Administration of Jira Service Management, including request types, queues, workflows, automation, forms, and knowledge base.
- Definition, monitoring, and reporting help desk service levels and performance metrics.
- IT asset record maintenance through the full lifecycle from procurement to disposal.
- Day to day workload coordination and ticket quality review for the help desk team.
- Coaching, mentoring, and knowledge transfer to junior help desk staff.
- Build and maintain process and knowledge base documentation.
- Root cause identification and elimination of recurring incidents.
- Identification of automation and self-service opportunities, with recommendations to the Director of Information Technology.
- Application of IT policy and ISO 27001 controls in daily support activity, including support for access reviews, asset audits, and audit evidence collection.
- Responding to end user reported security incidents and escalating in line with the incident response process.
- Perform other duties within IT as required.
Required Skills and Abilities - Advanced knowledge of Windows desktop operating systems, Microsoft 365, and endpoint management.
- Advanced knowledge of Active Directory account, group, and permission administration.
- Working knowledge of networking fundamentals, including DNS, DHCP, VPN, and wireless troubleshooting.
- Hands on experience configuring and administering an IT service management platform, Jira Service Management or similar, not solely working tickets within one.
- Practical experience with service level agreements, ticket metrics, and service reporting.
- Ability to set direction and hold a consistent standard with peers without formal reporting authority.
- Clear written communication and consistent documentation practice.
Minimum Qualifications and Experience - Degree or Diploma specializing in Information Technology. BCIT Computer Information Systems Administration (CISA) or equivalent preferred.
- Minimum two years of post-diploma experience in help desk, service desk, or desktop support.
Work Location: Hybrid (Currently 3 days a week, subject to change)
City: Surrey
Type: Full-time, Permanent
Salary: $73,000 - $90,000
This range reflects the minimum and maximum target payable for the base salary of new hires across all Canadian locations. Actual compensation may vary outside this range and is dependent on various factors.
