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Requisition Number:  10918
Position Type:  Permanent
Position Length:  Indeterminate
Location: 

Calgary, AB, CA

Remote Work:  Hybrid Model
Closing Date:  June 6, 2025 23:59 EST

Equity, Diversity & Inclusion
The Bank is committed to achieving a workforce that reflects the diversity of our country and is representative and inclusive of all Canadians regardless of race, ethnicity, colour, religion, sex, age, disability, sexual orientation, gender identity or expression, socio-economic background or lived experience. By living our values and prioritizing our actions to enhance equity, diversity and inclusion, the Bank ensures broader discussions, better decisions, and a more engaging workplace. 

We make career growth and professional development a priority. We are committed to developing inclusive, barrier-free recruitment and selection processes, and a work environment that supports our diverse workforce.

Let our team know if you need accommodation or support during the recruitment process due to a disability or other reason. We can provide support in multiple ways, from using this site and submitting your application, right through to the interview process. If you are the successful candidate, you can also discuss accommodation needs when you receive your offer.

Contact accessiblecareers@bankofcanada.ca to discuss how.

We invite you to join an organization where differences are seen as strengths and are recognized, valued and respected. We welcome all candidates to apply and strongly encourage candidates to self-identify if they identify with an Employment Equity designated group (Indigenous Peoples, Persons with Disabilities, Women or Racialized/Visible Minorities). 

Service Desk Tier 2 Support Specialist


Take a central role

The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment. 


Building on the principles that have always guided us – excellence, integrity and respect – we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.  


With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers:  Working Here - Bank of Canada

 

Find out more about the next steps in our Recruitment process. 

 

 

What you will do 
The Service Support Specialist provides second-level Service Desk support to internal Bank clients. This position provides a high level of technical support to ensure the successful delivery of the Bank’s desktop-related solutions. The Deskside Technician also provides a high level of customer satisfaction through the effective delivery of multiple technology-support activities. This position provides technical leadership within the following areas: second-level Service Desk support (hardware and software), network printer configuration and support, telephony support and specialized software tool support.
 
Other responsibilities include:
•    install, move, set up and provide ongoing support to all staff for desktop and laptop computers, peripherals, printers, office telephones and wireless devices such as iPhones and cellphones
•    install and configure software
•    provide deskside support for calls that cannot be resolved over the telephone or by remote management
•    assist the Service Desk agents with vacation and break coverage 
•    resolve uncommon client issues (second-level issue resolution) in a timely manner and in compliance with information technology (IT) service procedures: diagnose, analyze, resolve and document local and remote-user technical issues and service requests, including complex hardware and software problems associated with desktops, laptops and peripherals 
•    provide technical problem-solving guidance and advice to users
•    provide input in the creation and ongoing maintenance of a knowledge base on technical issues
•    provide input into the ongoing amendment of supporting standards, guidelines and documentation
•    deliver high-quality customer service to users within service levels
•    provide on-the-job training to colleagues and clients

•    participate in ongoing initiatives to improve the Service Desk 
•    support project initiatives related to the Bank’s desktop environment

•    on-call work as required

 

What you need to succeed
•    expert experience in executing incident and problem management
•    advanced Microsoft knowledge and experience in desktop and Office tool support
•    intermediate knowledge of Unix, Windows and storage solutions
•    basic experience in troubleshooting in a Transmission Control Protocol/Internet Protocol (TCP/IP) network environment
 

 Nice-to-have 
•    ITIL certification 
•    SCCM certification
 
Your education and experience
The position requires a college diploma or university degree in a technology-related field, a minimum of four years of relevant IT experience and a minimum of three(3) years of recent experience in second-level IT Service Desk support or an equivalent combination of education and experience may be considered.

 

Language requirement
The Bank’s work environment is conducive to the use of both of Canada’s official languages - English and French.  The position language requirement is Level 5 (Fully Functional).  If a qualified candidate who meets the language requirement of the position is not found, a qualified candidate who does not meet the language requirement may be considered. Training may be provided to help reach the required level.  Both bilingual and unilingual candidates are encouraged to apply. 

What you need to know

  • Priority will be given to Canadian citizens and permanent residents
  • Security level required: Be eligible to obtain Secret 
  • Relocation assistance may be provided, if required
  • Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
  • The official title for this position is “Service Support Specialist ”

 

Hybrid Work Model

The Bank offers work arrangements that provide employees with flexibility, enable high-performing teams, and support an excellent workplace culture. Most employees can telework from home for a substantial part of each month as part of the Bank`s hybrid work model, and they are expected on site at the Bank location a minimum of eight days per month to help build connections between colleagues. You must live in Canada, and within reasonable commuting distance of the office.

 

What you can expect from us
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit A great deal to consider. 

 

  • Salaries are based on qualifications and experience and typically range from $80,967 to $95,255 (job grade 15)
  • The Bank offers an incentive for successfully meeting expectations at  5 to 7% of your base salary. The Bank offers additional performance pay (3%) for those who exceed expectations. Exceptional performers who far exceed expectations may be eligible for higher performance pay.
  • Flexible and comprehensive benefits so you can choose the level of health, dental disability and life and/or accident insurance coverage that meets your needs
  • Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
  • Indexed, defined-benefit pension

 

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.

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