IT User Support II

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are– here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise. 

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

About the role

Location: Calgary, Alberta

Job Type: Full-time - Temporary 15 month Contract.

We are a dynamic and customer-focused company dedicated to providing exceptional IT support and solutions. We value innovation, teamwork, and a commitment to excellence.

We are seeking a skilled and customer-oriented Helpdesk Agent - Level 2 to join our team. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering outstanding customer service.

What you'll do here:

• Provide second-level technical support to end-users via phone, email, and remote assistance.

• Troubleshoot and resolve hardware, software, and network issues.

• Escalate complex issues to Level 3 support or relevant departments as necessary.

• Document and track incidents, requests, and resolutions in the helpdesk system.

• Assist in the development and maintenance of technical documentation and knowledge base articles.

• Collaborate with team members to identify and implement process improvements.

• Ensure timely and effective communication with customers regarding their support requests.

What you bring to the table:

• Proven experience as a Helpdesk Agent or in a similar technical support role.

• Strong knowledge of Windows operating systems, Microsoft Office Suite, and common IT hardware and software.

• Familiarity with network troubleshooting

• Excellent communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Strong organizational skills and attention to detail.

• Customer-focused attitude with a commitment to providing exceptional service.

Preferred qualifications:

• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).

• Experience with helpdesk ticketing systems and remote support tools.

• No Canadian work experience required however must be eligible to work in Canada 

#LI-Hybrid 

What we offer

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a temporary member of our team:

• Inspiring leaders and colleagues who will lift you up and help you grow

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities.

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Click here to review other important information about the hiring process, including background checks, internal candidates, and eligibility to work in Canada.

If you are an employee of Intact or belairdirect, please apply for this role on Contact People.