Overview

We are a Calgary-based IT consulting and managed services provider supporting small and mid-sized businesses. We are looking for an IT Support Technician to join our small, hands-on team.

This role is primarily focused on Level 1 support, with consistent overlap into Level 2 troubleshooting, client ownership, and project work. Because we are a small team, the successful candidate must be comfortable handling foundational support tasks while also stepping into more advanced responsibilities over time.

This position is best suited for someone with strong L1 fundamentals who is ready to grow into a more autonomous role in an MSP environment.

What You’ll Be Doing

Primary Responsibilities (L1 - Daily Focus)

• New user setup and offboarding (Microsoft 365, email, MFA, licensing, AD user setups)
• Password resets, account lockouts, and access troubleshooting
• Windows workstation and laptop setup
• Basic Microsoft 365 support (Outlook, Teams, OneDrive, Office Suite)
• Printer, connectivity, and general desktop troubleshooting
• Responding to support tickets and documenting work clearly
• Following established SOPs and escalation paths

Secondary Responsibilities (L2 - As You Ramp Up)

• Independently troubleshooting more complex desktop and M365 issues
• Acting as the primary technician for assigned clients
• Managing day-to-day IT support needs for larger clients with minimal supervision
• Assisting with server, network, and cloud-related issues
• Participating in projects such as:
  • PC refreshes
  • Migrations
  • Security and configuration improvements
  • Adding/Improving current documentation
  • Identifying recurring issues and improvement opportunities for clients
  • Creating/Updating SOP's

Support and escalation are always available — you are not expected to know everything immediately — but growth, accountability, and autonomy are expected over time.

Required Skills & Experience

• 3+ years experience in an IT support or helpdesk role
• Strong troubleshooting mindset and customer service skills
• Working knowledge of Windows 10/11, Windows Server OS
• Microsoft 365 user administration
• Basic networking concepts (DNS, DHCP, VPN)
• Comfortable managing multiple tickets and priorities
• Clear documentation and communication habits
• Ability to work independently and know when to escalate
• Working knowledge of computer hardware

Assets / Nice to Have

• MSP experience
• HaloPSA knowledge
• Microsoft Entra ID / Azure AD experience
• Intune / MDM exposure
• Basic server administration experience / Local AD administration
• Familiarity with backup, security, RMM or EDR tools

Benefits:

• Dental care
• Mileage reimbursement
• Paid time off
• Vision care