Service Desk Tier II

• Provide Tier 2 technical support for escalated incidents and service requests across a large enterprise environment
• Troubleshoot and resolve issues involving Active Directory, Microsoft Entra ID (Azure AD), Office 365, Windows 10/11 and related technologies
• Support user authentication, account access, permissions and identity management requests
• Deliver white-glove support to executive leadership and VIP users when needed
• Utilize ServiceNow to manage incidents, requests, documentation and change activities
• Troubleshoot issues involving Exchange Online, Teams, SharePoint and other Microsoft collaboration tools
• Support onboarding and offboarding activities, including account provisioning and hardware setup
• Prioritize and manage a high-volume queue of incidents and requests while meeting service expectations
• Collaborate with Tier 1, Tier 2 and Tier 3 teams to ensure efficient issue resolution
• Create and maintain technical documentation, knowledge articles and process improvements
• Identify opportunities to enhance service delivery and improve the end-user experience
  
  

• 3-5 years of experience in a Tier 2 Service Desk Specialist, Desktop Support or similar enterprise IT support role
• Strong hands-on experience with Active Directory, including user management, access control and group policies
• Experience supporting Microsoft Entra ID (Azure AD), identity management and authentication troubleshooting
• Strong knowledge of Office 365, including Exchange Online, Teams and SharePoint
• Experience utilizing ServiceNow for incident and request management
• Excellent troubleshooting skills across Windows environments, Microsoft applications and endpoint devices
• Ability to work independently in a fast-paced, queue-based support environment
• Strong organizational skills and the ability to effectively prioritize competing demands
• Exceptional communication and customer service skills
• Experience supporting enterprise environments and large user populations preferred
  
  

• Competitive compensation and comprehensive benefits package
• Medical, Dental and Vision Insurance
• Exposure to an enterprise environment supporting more than 8,000 users
• Opportunity to develop broad technical expertise across multiple technologies
• High-visibility role supporting users across multiple locations
• Collaborative team environment with opportunities for continued growth and development
• Opportunity to build a versatile "jack-of-all-trades" IT skillset
  
  

• Compensation: $70,000-75,000 annually
• Benefits: Medical, Dental, Vision, 401(k), PTO
• Location: Alberta, Canada
• Work Model: Fully onsite
  
  

LaSalle Network is an Equal Opportunity Employer m/f/d/v.

All assignments are at-will and their duration is subject to change.