Company: Buchanan Technologies
\nLocation: Charlottetown, PEI
\nEmployment Type: Part-time
\nRole 1 — Overnight: Thursday and Friday nights, 10:00 p.m.–9:00 a.m. Eastern the following morning; 20 hours per week.
\nRole 2 — Saturday: Saturdays, 9:30 a.m.–6:00 p.m. Eastern; 8 hours per week.
Buchanan Technologies is seeking experienced, customer-focused Level 2 Service Desk Analysts. These positions handle incoming support requests and escalations from Level 1, applying independent troubleshooting and sound judgment to restore service and keep users informed.
\n\nYou will support users through phone, chat, email, remote support tools, and onsite interactions.
\n\nDeliver friendly, professional, and empathetic support
\n\t\n\tExplain technical issues and solutions clearly to users with varying levels of technical knowledge.
\n\t\n\tManage expectations, provide timely updates, and take ownership of issues through resolution.
\n\t\n\tRemain calm and effective when supporting time-sensitive business needs.
\n\t\nIndependently investigate and resolve escalated hardware, software, account access, email, printing, and connectivity issues.
\n\t\n\tSupport Windows endpoints, Microsoft 365 applications, mobile devices, and common business applications.
\n\t\n\tTroubleshoot Microsoft 365 sign-in and application issues, Outlook profiles, multifactor authentication, VPN connections, and user access.
\n\t\n\tPerform authorized account and access administration in Active Directory and Microsoft Entra ID, following approval and security procedures.
\n\t\n\tUse diagnostic tools, logs, remote support tools, and knowledge resources to identify causes and implement appropriate fixes.
\n\t\n\tDistinguish endpoint issues from broader network, application, or infrastructure incidents.
\n\t\n\tEscalate issues requiring specialist access or expertise with clear documentation of symptoms, business impact, troubleshooting steps, and findings.
\n\t\n\tProvide onsite troubleshooting and coordinate equipment and peripheral support as needed.
\n\t\nPrioritize incidents and requests based on business impact, urgency, and service level requirements.
\n\t\n\tMaintain accurate ticket records, including troubleshooting steps, user communications, and resolutions.
\n\t\n\tMeet service objectives for responsiveness, resolution, quality, and customer satisfaction.
\n\t\n\tRecognize recurring issues and potential service disruptions, and engage the appropriate teams.
\n\t\n\tFollow established incident, request, change, and security procedures.
\n\t\nGuide Level 1 analysts through troubleshooting and share practical knowledge.
\n\t\n\tCreate and maintain knowledge articles, troubleshooting guides, and documented resolutions.
\n\t\n\tCoordinate with infrastructure, application, network, and security teams.
\n\t\n\tProvide clear shift handoffs to maintain continuity of support.
\n\t\n\tIdentify opportunities to reduce repeat incidents and improve service delivery.
\n\t\nHigh school diploma or equivalent.
\n\t\n\tAt least two years of hands-on service desk or IT support experience, including independently resolving issues beyond basic scripted troubleshooting.
\n\t\n\tDemonstrated experience supporting Windows endpoints and Microsoft 365 in a professional environment.
\n\t\n\tWorking knowledge of Active Directory or Microsoft Entra ID, account administration, authentication, and access troubleshooting.
\n\t\n\tPractical troubleshooting experience with VPN, remote access, printers, peripherals, and networking concepts such as DNS, DHCP, TCP/IP, and Wi-Fi.
\n\t\n\tExperience using an IT Service Management platform to document, prioritize, and manage tickets.
\n\t\n\tStrong customer service, written communication, and verbal communication skills.
\n\t\n\tAbility to investigate unfamiliar issues, recognize when escalation is needed, and document findings clearly.
\n\t\n\tAbility to work independently and collaboratively across support teams.
\n\t\n\tAbility to work onsite in Atlanta Monday through Friday during one of the listed shifts.
\n\t\nPrior Level 2 service desk or desktop support experience.
\n\t\n\tExperience in a managed services or multi-client support environment.
\n\t\n\tAssociate’s or bachelor’s degree in Information Technology, Computer Science, or a related field.
\n\t\n\tCompTIA A+, Network+, ITIL Foundation, Microsoft certifications, or equivalent credentials.
\n\t\n\tExperience with endpoint management tools such as Microsoft Intune.
\n\t\n\tFamiliarity with iOS and Android support.
\n\t\n\tExperience mentoring junior analysts or developing knowledge articles.
\n\t\n\tBasic PowerShell skills for approved troubleshooting and support tasks.
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\n\tBuchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to diversity, equity and inclusion work environment for all. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected statute under Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We comply with all federal and provincial regulations regarding non-discrimination and employment equity in every location where we operate.