Since 1973, The Alex has been a community-based, not-for-profit organization providing integrated primary health care, community support services, and housing-focused programs to individuals and families who experience barriers to accessing traditional health, housing, and social service systems. Services are grounded in principles of health equity, low-barrier access, trauma-informed practice, cultural safety, harm reduction, and person-centered care.
Reporting to the Director of Information Technology, the Senior IT Support Specialist provides advanced technical support to end users by troubleshooting and resolving hardware, software, network, and system-related issues that cannot be resolved by Tier 1 support. This role serves as an escalation point for complex incidents, supports technology deployments, contributes to process improvement initiatives, and ensures a high level of customer satisfaction through timely and effective problem resolution.
The ideal candidate possesses strong technical troubleshooting skills, exceptional customer service abilities, and experience supporting enterprise IT environments. Success in this role requires collaboration with colleagues and external stakeholders to deliver reliable technology solutions, streamline processes, and ensure a positive user experience.
This is a permanent, full-time position.
What You Will Do
Technical Support & Troubleshooting
- Serve as the primary escalation point for Tier 1 support technicians.
- Diagnose and resolve complex hardware, software, operating system, and network issues.
- Troubleshoot Microsoft Windows, Microsoft 365, mobile devices, printers, and peripheral equipment.
- Support user account administration, including Active Directory, Azure AD/Entra ID, password resets, permissions, and group memberships.
- Investigate and resolve issues related to email, collaboration tools, VPN connectivity, and remote access.
- Perform root cause analysis for recurring technical issues and recommend permanent solutions.
Incident & Service Request Management
- Respond to incidents and service requests within established SLAs.
- Document troubleshooting steps, resolutions, and knowledge articles within the ITSM platform.
- Prioritize and manage workload to ensure timely resolution of support tickets.
- Coordinate with Tier 3 support, infrastructure teams, vendors, and application owners when necessary.
Endpoint & Device Management
- Configure, deploy, and maintain desktops, laptops, mobile devices, and related hardware.
- Support operating system installs, upgrades, patching, and software deployment activities.
- Assist with endpoint management solutions such as Microsoft Intune or equivalent tools.
- Ensure company devices comply with security and configuration standards.
Customer Service
- Provide exceptional customer support through phone, email, chat, and in-person interactions.
- Communicate technical information effectively to non-technical users.
- Follow up with users to verify resolution and ensure customer satisfaction.
Knowledge Sharing & Continuous Improvement
- Mentor and provide guidance to Tier 1 support technicians.
- Develop and maintain technical documentation, procedures, and knowledge base articles.
- Identify opportunities to improve support processes, workflows, and end-user experiences.
- Participate in IT projects, system upgrades, and technology rollouts.
- Perform additional duties as assigned.
What You Will Bring
Required
- Diploma in Information Technology, Computer Science, or related field, or equivalent work experience.
- 5-8+ years of experience in an IT support, service desk, or desktop support role.
- Experience supporting Microsoft Windows operating systems and Microsoft 365 applications.
- Knowledge of Active Directory, Entra ID (Azure AD), Group Policy, and user account management.
- Experience with ticketing systems and ITIL-based support processes.
- Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to work independently and manage multiple priorities.
- Experience with:
- Microsoft Intune
- SCCM / MECM
- Microsoft Entra ID
- PowerShell
- Remote monitoring and management tools
- Endpoint security solutions
- A satisfactory vulnerable sector criminal record clearance.
Preferred
- Bachelor's degree in Information Technology, Computer Science, or related discipline.
- Industry certifications such as:
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft Certified: Modern Desktop Administrator Associate
- ITIL Foundation
- Demonstrated knowledge, understanding and commitment to the Truth and Reconciliation Commission of Canada: Calls to Action is preferred.
Work Environment and Hours
- Location: The Alex Community Health Centre: 2840-2 Ave SE, Calgary, AB.
- FTE: 1.0 (37.5 hours/week)
- Standard hours: 8:30 am – 4:30 pm, Monday to Friday. Some afterhours support may be required.
This primarily office-based position involves regular collaboration with internal stakeholders and occasional interaction with external partners. The role requires extended computer use, strong attention to detail, and the ability to manage competing priorities while maintaining accuracy and professionalism. Success in this position depends on strong organizational, problem-solving, and interpersonal skills, as well as the ability to work effectively in a fast-paced environment with changing deadlines and periodic peak workloads. Occasional travel between work locations and support outside regular business hours may be required.
What You Will Get
- Purpose-driven work that makes a tangible difference in people’s lives and helps redefine what healthcare can look like in Canada.
- Not-for-profit market-aligned salary reflective of experience.
- Excellent benefits package that supports health, wellness, and work/life balance.
- A supportive, inclusive team that values collaboration.
- Mentorship and guidance.
- A workplace that values learning, belonging, and balance.
How to Apply
If you are as passionate as we are about making a difference in people’s lives, please visit our career centre: Careers at The Alex | The Alex.
This position will remain open until a suitable candidate is selected. We thank all applicants for their interest; however, only those chosen for a phone screening or interview will be contacted. The Alex is committed to an inclusive and accessible recruitment process and will make every reasonable effort to accommodate candidates throughout all stages of hiring. If you require an accommodation, please contact us at jobs@thealex.ca.
The Alex is committed to embedding the principles of equity, inclusion, and diversity across the organization. We are committed to removing barriers to employment that are faced by equity-seeking groups and encourage (but not require) members of these groups to self-identify as such in their cover letters.
For further information about The Alex and its programs, we encourage you to visit our website at www.thealex.ca.
Monday to Friday, 8:30 am to 4:30 pm
