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Added 9 mins ago
Senior Analyst - Commercial Technology
WestJet Group
Calgary, AB
The Senior Analyst is responsible for being a lead technical resource within the Marketing, GX, Sales, and Cargo Technology Team within Commercial Tech Solutions, supporting and providing…
Added 40 mins ago
BG
Learning Management System Administrator
Brandt Group of Companies
Regina, SK
- Full-time
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Added 1 hour ago
AS
Lead Analyst, IT Vendor Management - P5
Apex Systems
Toronto, ON
- $100 to $115 USD / hour
- Contract
Critically evaluate vendor or internal business proposed scope, resource models, and technical approaches in SOWs and change notices, challenging assumptions where effort appears misaligned…
Added 1 hour ago
AS
Sr Analyst, IT Vendor Management - P4
Apex Systems
Toronto, ON
- $100 to $115 USD / hour
- Contract
Location: Mississauga, Ontario, Canada | Job Grade: P4 – Senior Sourcing Analyst | Employment Type: Contract to hire
Added 1 hour ago
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Analyst, IT Vendor Management - P3
Apex Systems
Toronto, ON
- $75 to $85 USD / hour
- Full-time
Location: Mississauga, Ontario, Canada | Job Grade: P3 – Sourcing Analyst | Employment Type: C2H
Added 2 hours ago
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Associate Research, Energy Services
ATB
Calgary, AB
- Full-time
A university degree in finance, business, economics, accounting or similar. A degree in technical engineering, geosciences, or natural resource management will also be considered.
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Intern Tax Analyst
Eaton Corporation
Mississauga, ON
- Full-time
…organization while contributing to meaningful work that supports business operations and compliance. This internship offers a unique opportunity to develop your technical tax and accounting…
Added 2 hours ago
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Analyst
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Chatham-Kent, ON · Chatham, ON
- Volunteer
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Added 2 hours ago
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Trade Compliance Analyst
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Mississauga, ON
- Full-time
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Added 3 hours ago
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Programmer Analyst II
The University of British Columbia
Vancouver, BC
- $8,810.92 to $13,202.5 CAD / month
- Full-time
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Senior Solution Architect Workday , HCM & Financials
Canadian Standards Association
Toronto, ON
- Full-time
CSA Group has an immediate opportunity for a Senior Workday Analyst, HCM & Financials to be responsible for the configuration, integrity, security, and continuous improvement of CSA Group's…
Added 3 hours ago
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Senior Systems Analyst, Help Desk Manager & End Point Support
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Toronto, ON
- Full-time
This role will act as the senior on-site technical resource for CSA’s Toronto location and is accountable for the end-to-end delivery of site support services: end-user computing, endpoint…
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Consultant(e) en intégration (Bilingue) - Integration Consultant (Bilingual)
ADP
Toronto, ON · Etobicoke, ON
- $75,200 to $125,200 CAD / year
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Consultant(e) en intégration (Bilingue) - Integration Consultant (Bilingual)
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Montreal, QC
- $75,200 to $125,200 CAD / year
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Automation Controls Associate Manager
Accenture
Calgary, AB · Vancouver, BC · Mississauga, ON · Ottawa, ON · Toronto, ON
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Maintenance Data Analyst
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…responsibility and accountability in clinical trials. The Financial Analyst I will be a key support to the development of clinical trial site budgets for both external sponsored and…
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Added 4 hours ago
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Added 4 hours ago
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Programmer Analyst II
The University of British Columbia
Vancouver, BC
- $8,810.92 to $13,202.5 CAD / month
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Added 4 hours ago
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IT Investment Planning & Financial Strategy Manager
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Winnipeg, MB
- Full-time
…investment planning, financial forecasting, and enterprise-wide business case development. The position plays a key role in supporting government decision-making by providing senior-level…
Added 4 hours ago
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Markets Treasury – Lead Business Analyst, Vice President
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Lead business-critical technology delivery at the heart of Citi's Markets Treasury business as a Lead Business Analyst, where you will own the end-to-end lifecycle of Money Market global…
Added 4 hours ago
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Analyst, Operational Performance / Hybrid
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Toronto, ON · CAN-CORP Toronto-Toronto, Canada
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As an Analyst in Operational Performance, you will serve as a data steward responsible for managing, analyzing, and reporting on key operational metrics across our commercial real estate…
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Microserve

Service Desk Analyst Tier 2

AB, Canada
Edmonton, AB, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 26, 2026
Experience: Minimum 2-3 years of experience in IT Service and Support industry.
Posting language: English
Posted: Oct 27, 2026

Original job description

Service Desk Analyst Tier 2

Location: Hybrid - Edmonton, AB

Opportunity at Microserve

Position Overview

Microserve is seeking an enthusiastic Service Desk Analyst - Tier 2 to join our team. The Service Desk Analyst, Tier 2 is the second level escalation path for Tier 1 support often involving onsite support at numerous client locations. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff, provide user support to both local and remote users, maintain system documentation, and contribute to IT projects as required. Individuals applying for this position must be able to multi-task, have a strong attention to detail, a professional demeanor, and be able to adapt to a growing and changing environment. Candidates residing in the City of Edmonton will be given preference for this role as recurring onsite visits to clients are required.

Responsibilities

Handling ticket escalations from Tier 1 and other technicians, through to resolution.
Troubleshoot difficult or time-consuming issues on PCs, laptops, peripherals, printers, mobile devices, and Office 365.
Completing root cause tickets to find permanent and effective solutions, while recommending infrastructure improvements.
Proactively communicating ticket status and updates directly to clients.
Proactively assisting with training of existing and new members of the team.
Assist with solutions on escalated tickets, update knowledge base and use the opportunity to mentor the team and reduce escalations over time.
Documenting SOPs and issuing resolutions in our documentation system.
Assisting with overall help desk tickets when time allows.
A willingness to work flexible hours when required to meet client deadlines, with most work being within service hours from 6 am to 6 pm PCT.
Tracking time and submitting time sheets for work completed through Connectwise.
Visit client sites when required, to discover issues and/or root causes to physical components, perform install/move/add/change requests, or complete issue resolution.
Consistently display superior customer service skills and telephone etiquette.
Quickly assess and troubleshoot complex problems and device effective solutions.
Perform work in a high-pressure team environment.
Incident management (logging incidents, managing workload, documenting support issues).
Active directory user management (inventory, repairs, configuring new machines).
Troubleshooting and maintenance of IT hardware (iOS devices and Windows).
Audio visual support (projectors, video conferencing, Zoom/Teams for Business).

Requirements

Minimum 2-3 years of experience in IT Service and Support industry.
At least two professionally recognized certifications (A+, Network +, Security +, Microsoft, Cisco, etc.).
Setup and configuration of VM, troubleshooting.
Troubleshooting experience with: Network administration and Windows 10 OS.
Must have excellent verbal and written communication skills.
Intermediate to proficient knowledge of MS Office applications; Office 365 support experience.
Strong interpersonal skills with a polished and professional manner.
The ability to deal with all levels of management.
Excellent organizational skills with motivation, self-direction, and good time management skills.
The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy, and excellent attention to detail.
Valid Class 5 License and vehicle in good working condition.
Ability to work in a remote setting.
Ability to work onsite at various client sites as required.

Additional Skills Or Assets

Experience with ConnectWise, ITGlue, PowerBI.
Experience with SolarWinds RMM tools (N-able).
Experience with Windows Virtual Desktop, Remote Desktop Services, or Citrix environment is advantageous.
Previous MSP experience would be greatly valued

Corporate Responsibility

Employee will understand, meet, and live our core values

We Sweep Floors, Openness, Flexibility, Not Stuffy, Customer Driven

About Us

Microserve is an industry leading provider of IT services and solutions to Canadian organizations. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 550 team members, and we’re one of the largest technology solutions providers in Canada. Our 30+ years of continued success and growth stem from our commitment to long term client relationships, adaptability to continuous changes in the IT industry, and our amazing people.

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More about this job

Responsibilities

Resolve escalated Tier 1 support issues involving computers, peripherals, mobile devices, networks, Windows, and Office 365, including onsite client support and root cause analysis. Communicate with clients, document procedures and resolutions, mentor team members, manage incidents and tickets, and contribute to IT projects and infrastructure improvements.

Requirements

Requires 2–3 years of IT service and support experience, at least two recognized professional certifications, and experience with Windows 10, network administration, virtual machine setup, and Office 365 support. Candidates must have strong communication and customer service skills, be able to work remotely and at client sites, and hold a valid Class 5 driver’s license with a reliable vehicle.

Skills

Tier 2 Technical Support
Incident Management
Troubleshooting
Windows 10
Office 365
Active Directory
Network Administration
Virtual Machine Setup and Configuration
IT Hardware Maintenance
Mobile Device Support
Audio-Visual Support
Root Cause Analysis
Customer Service
Technical Documentation
Team Mentoring
Time Management

Visa sponsorship

Not detected in the job text

Keywords

Service Desk
Tier 2 Support
IT Service and Support
Incident Management
Ticket Escalation
Root Cause Analysis
Windows 10
Office 365
Active Directory
Network Administration
Virtual Machines
IT Hardware
iOS
Mobile Devices
Printers
Peripherals
Audio-Visual Support
Zoom
Microsoft Teams
ConnectWise
ITGlue
Power BI
SolarWinds RMM
N-able
Windows Virtual Desktop
Remote Desktop Services
Citrix
CompTIA A+
CompTIA Network+
CompTIA Security+

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