L3 Service Desk Contractor – Infrastructure Operations & Escalation Specialist 517 Tenth Avenue SW, Suite 210, Canada | Posted on 04/16/2026 Position: L3 Service Desk Contractor – InfrastructureOperations & Escalation Specialist Job ID#: /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 This role serves as the dedicated operational bridge between the Service Desk and Infrastructure teams. The resource will own and actively work Infrastructure‑assigned tickets and requests received via the Infrastructure queue, which fall outside standard Service Desk Analyst access. 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 Sound knowledge of cybersecurity principles, including secure system administration practices, access control, data protection, incident awareness, and adherence to organizational security policies. Strong verbal and written communication skills Availability to work on‑site in Calgary, five days per week Government of Canada Reliability Status (orclear eligibility to obtain one) Experience working in environments with defined ITIL‑aligned escalation and change processes Exposure to backup and restore operations (fileservers, 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 #J-18808-Ljbffr