IT Support Specialist - L1/L2 Service Desk

Our client is seeking an IT Support Specialist (Level 1/Level 2) to join their team in-office in Town of Mount Royal (TMR). This position will manage day-to-day IT support tickets, email requests, and general service desk queues. By taking ownership of daily operational support, this role allows the internal technical team to focus on a major regional network security rollout.

In this role, you will serve as the primary operational anchor for daily IT service desk requests. You will troubleshoot, manage, and resolve Level 1 and Level 2 technical issues submitted via tickets and emails. This position features a focused, predictable workflow centered on written ticket resolution and email correspondence with minimal phone calls. You will handle core user support while efficiently routing complex or specialized technical issues to tier-3 engineering and project groups.

Advantages
Focused Communication Channels: Workflow is heavily ticket- and email-centric, with very low phone call volume.

Clear Scope & Escalation Boundaries: Handle straightforward L1/L2 support with established protocols to redirect complex L3 issues to specialized teams.

Critical Operational Impact: Keep daily IT operations running smoothly, providing vital backfill support for major enterprise project initiatives.

Responsibilities
1. Ticket & Email Queue Management
Monitor, prioritize, and process incoming IT service tickets and support emails in a timely and efficient manner.

Document all user interactions, troubleshooting steps, and resolution details clearly within the ticketing platform.

Maintain high first-contact resolution rates for common Level 1 and Level 2 requests.

2. Technical Support & Troubleshooting
Provide Level 1 and Level 2 technical assistance for hardware, software, operating systems, and network access issues.

Assist users with password resets, access management, software installations, and peripheral configurations (printers, monitors, docking stations).

Perform basic network connectivity troubleshooting (Ethernet, Wi-Fi, VPN access).

3. Escalation & Workflow Coordination
Triage incoming requests to differentiate between standard L1/L2 support items and complex infrastructure or security issues.

Seamlessly redirect complex technical problems or specialized calls to appropriate Tier-3 engineering, network, or project groups.

Follow up on pending tickets to ensure timely updates and complete closure.

Qualifications
Core Experience & Education
Education: Post-secondary diploma or degree in Information Technology, Computer Science, or a related technical discipline (or equivalent practical experience).

Tenure: 2–4 years of hands-on experience in an IT Helpdesk, Service Desk, or Technical Support role delivering L1 and L2 support.

Technical Skillset Matrix
Operating Systems & Software: Strong familiarity with Windows 10/11 environments, Microsoft 365 applications, and standard enterprise software suites.

Identity & Access Management: Basic administration experience with Active Directory and Microsoft Entra ID (Azure AD) for user management and permission resets.

Hardware & Peripherals: Experience setting up, diagnosing, and configuring desktop/laptop hardware, mobile devices, and office peripherals.

Ticketing Systems: Practical experience using enterprise ITSM platforms (e.g., ServiceNow, Jira Service Desk, Zendesk, or similar).

Summary
Our client is seeking an IT Support Specialist (Level 1/Level 2) to join their team in-office in Town of Mount Royal (TMR). This position will manage day-to-day IT support tickets, email requests, and general service desk queues. By taking ownership of daily operational support, this role allows the internal technical team to focus on a major regional network security rollout.

Our Client operates across Canada, and globally/internationally in the United States and other countries. This company takes all reasonable means to limit the number of positions in Quebec that require knowledge of a language other than French, and only requires this where it is necessary and its existing bilingual employees are unable to fulfil these job duties.

Based on an assessment conducted by our client, it has been determined that this position requires candidates to be fluent in English (oral and written). In particular, this position will require the employee to:

Work on client projects, products or deliverables that are required to be delivered to clients in English.

Communicate with English-speaking clients/partners/employees located outside Quebec on a fegular basis.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.