Our client is seeking a Desktop Support Specialist for a 2-month contract working fully onsite in downtown Calgary. This role will serve as the primary point of contact for approximately 80 onsite users, providing responsive, high-touch technical support in a fast-paced professional services environment.
The successful consultant will be responsible for the day-to-day delivery of IT support services, ensuring employees receive timely and effective assistance across desktop systems, Microsoft 365, mobile devices, conferencing technologies, peripherals, and workstation support. This individual will take ownership of incidents from intake through resolution, prioritize competing requests, and deliver a professional, customer-focused support experience to users at all levels of the organization.
This is an excellent opportunity for a hands-on support professional who enjoys working directly with end users, solving technical issues, and acting as a trusted onsite IT resource.
Key Responsibilities
- Serve as the primary onsite IT support resource for approximately 80 office-based employees.
- Provide deskside and remote support for end users in a professional office environment.
- Troubleshoot and resolve hardware, software, printer, mobile device, audio/video, and network connectivity issues.
- Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and OneDrive.
- Administer and troubleshoot Active Directory accounts, access requests, and password resets.
- Manage incidents and service requests through the organization's ticketing platform while maintaining accurate documentation.
- Configure, deploy, image, maintain, and support Windows and Mac devices.
- Support boardroom, conference room, and meeting technologies, including video conferencing equipment.
- Perform equipment installations, workstation setups, office moves, additions, and changes (MAC activities).
- Coordinate with infrastructure, networking, and other IT teams to escalate and resolve complex issues.
- Maintain hardware inventory, asset tracking records, and support hardware lifecycle and refresh activities.
- Deliver exceptional customer service while supporting employees, leadership teams, and business stakeholders across the office.
- Proactively identify opportunities to improve the end-user technology experience and support processes.
Required Experience
- Experience providing hands-on IT support in a corporate or professional services environment.
- Strong experience troubleshooting printers, peripherals, mobile devices, and end-user applications.
- Advanced knowledge of Microsoft 365 and Active Directory.
- Experience working with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar platforms.
- Experience deploying, imaging, and supporting Windows devices.
- Exposure to Mac support in a business environment.
- Experience supporting conference room and collaboration technologies.
- Ability to independently research, troubleshoot, and resolve technical issues.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Proven ability to deliver exceptional customer service to end users at all levels of an organization.
Preferred Experience
- Experience supporting executive or VIP users.
- Exposure to enterprise collaboration tools and video conferencing platforms.
- Experience with hardware refreshes, workstation deployments, and office moves.
- Previous experience supporting users within consulting, legal, accounting, engineering, or other professional services organizations.
