Position: L3 Service Desk Contractor – Infrastructure
Operations & Escalation Specialist

Location: Calgary

Job ID#: 84084-25-0028/A

Duration: 12 Months

On behalf of our client, a government agency located in Calgary, we are recruiting for a Help Desk Level role to provide support to a large user base. This role is primarily onsite in Calgary

The role is responsible for timely triage, resolution,
escalation, and client communication, and is execution‑focused and queue‑driven—critical
to maintaining SLA performance and service stability.

Skills Requirements
:

·
Demonstrated L3‑level experience supporting
enterprise IT infrastructure operations

·
Proven experience owning and managing ITSM
queues and tickets

·
Hands‑on experience in Virtualization
environment administration (e.g., VMware ESXi, Hyper‑V)

·
Experience supporting IT system backups
administration (backup/restore operations and related troubleshooting)

·
Strong experience working with Microsoft 365
Global Administration (tenant-level administration and service management)

·
Hands‑on experience using Windows Server OS
administration (server administration and operational support)

·
Strong troubleshooting experience across
identity and access management (Active Directory, Azure/Entra ID, Exchange,
MFA)

·
Experience resolving Microsoft 365 issues,
including OneDrive, SharePoint, Teams, and licensing

·
Experience in Exchange Online administration,
SharePoint Online administration

·
Proven experience with Microsoft Azure
administration

·
Hands‑on experience troubleshooting network‑related
issues (connectivity, Wi‑Fi, ports, printers, outages, degradation)

·
Ability to engage clients directly for live
troubleshooting and provide clear, professional updates

·
Strong ticket documentation experience using an
ITSM tool (e.g., Ivanti, ServiceNow)

·
Sound knowledge of cybersecurity principles,
including secure system administration practices, access control, data
protection, incident awareness, and adherence to organizational security
policies.

·
Excellent customer service skills

·
Strong verbal and written communication skills

·
Availability to work on‑site in Calgary, five
days per week

·
Government of Canada Reliability Status (or
clear eligibility to obtain one)

Nice‑to‑have qualifications

·
Experience working in environments with defined
ITIL‑aligned escalation and change processes

·
Exposure to backup and restore operations (file
servers, OneDrive, SharePoint)

·
Experience supporting outage response,
maintenance windows, or operational scrums

·
Familiarity with PowerShell for access
management or troubleshooting tasks

·
Ability to contribute fixes and procedures to
Knowledge Base articles or provide guidance to Service Desk Analysts

·
CompTIA A+ certification, or equivalent
experience, indicating solid foundational knowledge of computer hardware,
operating systems, and technical troubleshooting

·
CompTIA Network+ certification, or equivalent
experience, demonstrating understanding of networking concepts, connectivity,
and network troubleshooting

·
CompTIA Security+ certification, or equivalent
experience, demonstrating knowledge of core security principles, risk
management, and secure system administration practices

About Symbiotic Digital.

Symbiotic Digital provides the IT Experts you need
that solve problems and get things done. See what the top 2% in their
field can do for you. (Symbiotic Digital is a division of Symbiotic
Group Inc.)

We serve customers in two ways, we provide:

1) Digital Experts: IT Consulting
expertise. Bright Minds That Produce Proven Results

2) Recruitment: Find The Right
People You Need

Serving IT & Business leaders, Symbiotic Digital provides
a business system that enable us to provide the Expert Technical staff needed
to solve challenging business and IT problems. IT leaders in the most reputable
organizations in Canada have relied on Symbiotic Digital to help them staff
difficult assignments with proven Experts uniquely evaluated by our proven QMS-
Quality Management System Staff Development Model. We are a 100% Indigenous
owned company.

Learn more online at
https://www.symbioticgroup.com/home-sd/
.

Please submit your most recent resume to:
RecDep@symbioticgroup.com

View All Jobs online at:
https://www.symbioticgroup.com/view-jobs/