Help Desk Assistant
Calgary, Alberta, Canada (Hybrid) · Tempo pieno
Sii il primo a candidarti
- Esperienza
- 2–3 anni
- Stipendio
- —
- Aperture
- 1
- Pubblicato
- 5 ore fa
- Work mode
- Ibrido
- Eligibility
- Candidates with 2–3 years of relevant IT support experience and practical knowledge of Microsoft 365, Azure AD, Windows 10/11, and ticketing systems are suitable. The role is open to professionals who can work in a hybrid or in-person setup and support office as well as field users.
- Resume
- Required to apply
Where you'll work
Descrizione del lavoro
Role overview
This full-time Help Desk Assistant position supports an IT team by handling first-line technical issues for users across office and field settings. The role is best suited to someone who is technically confident, customer-oriented, and experienced with Microsoft-based environments. The target profile includes 2–3 years of hands-on IT support experience.
What you will do
- Act as the initial contact for IT incidents and service requests received by phone, email, and the ticketing platform.
- Deliver Level 1 and Level 2 support for problems related to hardware, software, and network connectivity.
- Assist users working in both office and field locations within a hybrid environment.
- Diagnose and resolve issues in Microsoft 365 tools such as Outlook, Teams, SharePoint, and OneDrive.
- Support Azure Active Directory tasks including account administration, permissions, password resets, and group changes.
- Handle troubleshooting and setup for Windows 10 and Windows 11 desktops and laptops.
- Track and manage support requests through tools such as ServiceNow, Jira, or similar ITSM systems.
- Complete onboarding and offboarding activities, including account setup and access assignment.
- Provide basic assistance for Wi-Fi, VPN, and printer-related issues.
- Route more complex issues to senior support or infrastructure specialists when needed.
- Keep clear records of incidents, fixes, and internal procedures.
- Support remote staff and field technicians as required.
- Communicate in a professional, service-focused manner with end users.
Required background
- 2–3 years of experience in Help Desk, Service Desk, or Technical Support roles.
- Practical experience supporting Microsoft 365 environments.
- Working knowledge of Azure Active Directory, also known as Entra ID.
- Experience supporting and troubleshooting Windows 10/11 systems.
- Familiarity with IT ticketing platforms such as ServiceNow, Jira, or Freshservice.
- Strong analytical and troubleshooting ability.
- Good verbal and written communication skills.
- Ability to juggle several tasks in a busy, fast-moving setting.
- Customer-first attitude with strong attention to detail.
Preferred exposure
- Experience in environments that combine cloud services with on-premise systems.
- Exposure to Microsoft Intune or Endpoint Manager.
- Basic understanding of networking topics such as DNS, DHCP, VPN, and LAN/Wi-Fi troubleshooting.
- Experience supporting field-based staff or mobile teams.
- Basic familiarity with Active Directory Group Policy.
Work setup
The role may be hybrid or in-person depending on the location and client requirements. It involves a mix of remote technical support and occasional on-site or field assistance. The environment is fast-paced, with escalation support available from senior team members.
Ideal candidate profile
The preferred candidate is a reliable, service-driven IT professional who has practical experience in Microsoft-focused environments. They should be comfortable resolving end-user issues, adaptable to hybrid work situations, and able to explain technical solutions in simple terms for non-technical users.