Senior Service Desk Technician L2

Position Overview
Join our Ottawa-based IS team as an L2 Service Desk Technician! In this role, you’ll tackle complex IT challenges, mentor L1 colleagues, and take ownership of meaningful projects—all while growing your career in a supportive, collaborative environment.

This position requires being in-office approximately 3 days per week, with flexibility on which days. You’ll enjoy the energy of in-person collaboration while having space to focus on high-impact IT work.

Responsibilities

• Diagnose and resolve escalated hardware, software, and network issues efficiently and creatively.
• Collaborate with L3 teams and other IT groups to solve complex technical problems.
• Mentor and support L1 technicians, sharing knowledge to help the team succeed.
• Log, track, and prioritize incidents using the ticketing system; escalate critical issues promptly.
• Communicate technical solutions clearly and empathetically to non-technical users.
• Maintain accurate documentation of troubleshooting steps, resolutions, and workarounds.
• Take ownership of specialized responsibilities such as patch nights, communications, or process improvements.
• Contribute to a culture of learning, knowledge sharing, and continuous improvement within the team.

Qualifications

• College diploma or equivalent experience in IT or a related field.
• Minimum of 2 years’ experience in help desk or technical support.
• Strong problem-solving skills and a positive, “can-do” attitude.
• Excellent written and verbal communication skills.
• Proficient with Windows and macOS operating systems.
• Familiarity with Active Directory, group policies, networking basics, and remote desktop tools.
• Experience with scripting or programming (e.g., PowerShell) is a plus.
• Adaptable, collaborative, and eager to learn.
• Demonstrate tact, discretion, and professionalism when handling confidential or sensitive matters.
• Thrive as part of a team, supporting colleagues across shifts and projects.

Additional Requirements

• Must be located in Ottawa, ON.
• Work in-office approximately 3 days per week, with flexibility on which days.
• Ability to participate in after-hours support when needed.
• Eligible to obtain a Government of Canada security clearance (Reliability)

Why You’ll Love This Role

• Be part of a supportive, career-oriented team that values curiosity, collaboration, and a positive team culture.
• Opportunities for mentorship and growth into leadership or specialized IT roles.
• Engage in meaningful projects that directly impact the organization’s IT landscape.
• Work in a culture that celebrates learning, teamwork, and getting things done.