IT Desktop Support Technician "Level 2"

Position ID: L2-DST-2026-067

Job Title: Level 2 IT Desktop Support Technician
Company: Precision IT

Company Overview
Precision IT is a dynamic IT services provider dedicated to delivering exceptional managed IT solutions to our clients. We are seeking a motivated Level 2 Desktop Support Technician with a minimum of 2 years of working experience in an IT MSP environment, to join our team and ensure our clients achieve optimal productivity through reliable technical support.

Job Summary

Location: In-Office (on-site)

Employment Type: Full-Time, Permanent

Salary Range: $55,000 - $60,000 CAD per year

Schedule: Monday to Friday, 8:00 AM to 5:00 PM PCT (overtime or after-hours work may be required based on client needs, tickets, or projects)

The Level 2 Desktop Support Technician will provide advanced technical support for hardware, software, networking, and infrastructure-related issues to our managed clients, ensuring exceptional service and efficient problem resolution. This role is ideal for someone passionate about technology, experienced in MSP environments, and eager to grow in the IT field.

Essential Duties and Responsibilities

• Respond to inbound phone inquiries and provide exceptional customer service to clients.
• Prioritize and manage support tickets based on severity and business impact.
• Diagnose, analyze, and troubleshoot hardware, software, and network issues using critical thinking skills.
• Manage end-to-end onboarding and offboarding processes, including provisioning accounts, setting up hardware, and configuring application access.
• Monitor endpoint security alerts using EDR/ITDR/XDR and related security platforms; support email defense tools.
• Perform Active Directory administration (accounts, groups, permissions), DNS, DHCP, and Group Policy management.
• Assist with infrastructure troubleshooting and maintenance.
• Resolve common and advanced support requests, including password resets, license assignment for cloud productivity platforms, new user setup, and system configurations.
• Perform installations, upgrades, and configurations for business applications and hardware.
• Provide remote and on-site support to end users as needed.
• Support cloud productivity and collaboration platforms, including administration, implementation, and migration activities.
• Configure, troubleshoot, and maintain firewalls, routers, switches, wireless access points, and VPN solutions.
• Implement and maintain backup solutions (on-premises and cloud) and assist with disaster recovery and business continuity planning, testing, and maintenance.
• Diagnose and repair physical hardware issues, including replacement of hard drives, SSDs, and RAM in laptops, desktops, and small servers.
• Research updates, configurations, known issues, and new solutions to aid in problem resolution.
• Document all work in accordance with company standards, methods, and procedures.
• Embrace continuous learning through workshops, certifications, and job shadowing to stay current with industry trends.
• Learn and support a variety of technologies to deliver comprehensive client solutions.

Required Technologies & Technical Skills
Candidates must demonstrate proficiency in (or strong ability to support) the following areas without reliance on any single vendor-specific toolset:

• Windows desktop operating systems (Windows 10, 11) and basic macOS support
• Active Directory services, DNS, DHCP, and Group Policy administration
• Cloud productivity suites “Microsoft 365, SharePoint” (administration, implementation, migration) and associated collaboration/document platforms
• Standard office productivity applications
• Networking fundamentals, including routers, switches, firewalls, wireless access points, and VPN technologies
• Security tools: endpoint detection and response (EDR), extended detection and response (XDR), and email defense solutions
• Backup and recovery solutions (on-premises and cloud)
• Disaster recovery and business continuity concepts and maintenance
• Hardware diagnostics and repair (drives, memory, etc.) for laptops, desktops, and small servers

Qualifications and Experience

• Minimum of 2 years of hands-on working experience in an IT Managed Service Provider (MSP) environment.
• Proven desktop/help desk support experience with strong troubleshooting skills.
• Ability to work well under pressure and maintain a proactive, hands-on attitude.
• Strong willingness to learn and adapt to new technologies.
• Solid understanding of networking fundamentals.
• Experience with physical hardware repair and replacement as described above.

Location, Licensing & Eligibility Requirements (Mandatory)

• This is a full-time, permanent, in-office position.
• Candidates must be a Permanent Resident (PR) of Canada or a Canadian citizen. This is a primary requirement in order to complete the mandatory criminal record check and to obtain/maintain the required security clearance.
• Valid Class 5 driver’s license and access to a reliable personal vehicle (required for client site visits).

Background Check & Security Requirements

• Successful completion of a criminal record check.
• Ability to obtain and maintain security clearance.
• (Note: Permanent Resident or Canadian citizen status is required to fulfill these checks.)

Schedule Reminder
Full-time, Monday to Friday, 8:00 AM – 5:00 PM PCT. After-hours or overtime work may be required based on client needs and assigned tickets/projects.

How to Apply
Please submit your resume and a brief cover letter to [email protected]. In your cover letter, reference Position ID: L2-DST-2026-067 and highlight your MSP experience, relevant technical skills, and confirmation that you are a Permanent Resident of Canada or a Canadian citizen.

Precision IT is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Pay: $55,000.00-$60,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking

Work Location: In person