IT Help Desk & Technical Support Specialist (Level 2)

IT Help Desk & Technical Support Specialist (Level 2)

Location: In Office, Calgary, Alberta

Employment: Full-time

Work Environment: Supporting affiliated businesses and designated external clients

About the Role

We are looking for an experienced, dependable IT Help Desk & Technical Support Specialist to provide high-quality technical support across our group of companies and client environments.

The ideal candidate is a strong problem solver who enjoys helping people, communicates clearly, and takes ownership of technical issues from start to finish.

This position involves Level 1 and Level 2 support, troubleshooting, administration of Microsoft 365 and Google Workspace environments, and collaboration with our technical and cybersecurity teams to deliver reliable IT services.

We value initiative, accountability, technical competence, and exceptional customer service.

Key Responsibilities

• Provide Level 1 and Level 2 technical support to employees and authorized external clients.

• Troubleshoot hardware, software, Windows, Microsoft 365, Google Workspace, networking, and connectivity issues.

• Support Microsoft Outlook, Teams, SharePoint, OneDrive, Google Gmail, Drive, Calendar, and other business applications.
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• Administer user accounts, permissions, MFA, and access controls through Microsoft Entra ID and Google Workspace Admin Console.
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• Troubleshoot email delivery, account access, authentication, and basic DNS-related issues.
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• Support multiple client environments while maintaining appropriate security and confidentiality.
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• Install, configure, and maintain computers, software, and peripherals.
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• Manage support tickets, including prioritization, documentation, communication, and resolution.
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• Take ownership of issues and escalate complex problems when required.
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• Support employee onboarding, offboarding, equipment management, and basic email or file migration activities.
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• Recognize and escalate suspicious account activity, phishing attempts, and potential security incidents.
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• Follow established cybersecurity practices and collaborate with security specialists when needed.
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• Identify recurring technical problems and recommend improvements to support processes.
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• Maintain accurate technical documentation and user support guides.

Required Qualifications

• 4–5 years of experience in IT help desk, desktop support, or technical support.
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• Strong Level 1 and Level 2 troubleshooting skills.
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• Hands-on experience supporting Microsoft 365, Google Workspace, Windows, and common business applications.
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• Experience administering user accounts and access permissions in Microsoft Entra ID and/or Google Workspace.
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• Familiarity with MFA, networking, email troubleshooting, and endpoint security.
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• Experience using ticketing systems and remote support tools.
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• Excellent communication and customer service skills.
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• Strong organizational skills and attention to detail.
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• Ability to work independently, manage priorities, and follow through on commitments.

Preferred Qualifications

• Experience working for a managed service provider (MSP).
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• Experience supporting multiple Microsoft 365 and Google Workspace environments.
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• Microsoft, Google Workspace, or CompTIA certifications.
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• Experience with Microsoft Intune, Defender, Google Workspace Admin Console, and remote monitoring tools.
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• Familiarity with email authentication and DNS configuration, including MX, SPF, DKIM, and DMARC.
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• Experience assisting with Microsoft 365 and Google Workspace migrations.
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• Familiarity with cybersecurity practices and multi-client IT environments.

What Success Looks Like

• Technical issues are resolved accurately and efficiently.
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• Employees and clients receive responsive, professional support.
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• Support tickets are properly managed, documented, and followed through to resolution.
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• Response times and service commitments are consistently met.
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• Microsoft 365 and Google Workspace support issues are handled competently.
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• Recurring technical problems are identified and reduced.
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• The individual works independently while collaborating effectively with the broader technical team.

The Ideal Candidate

You are technically capable, resourceful, patient, and genuinely enjoy solving problems.

You take responsibility for your work, communicate clearly, and understand that great IT support is about both technical knowledge and customer experience.

You are comfortable supporting multiple businesses and client environments, managing competing priorities, and finding ways to make IT support more efficient.

If you take pride in resolving technical challenges, delivering exceptional service, and being someone your team can rely on, we'd like to hear from you.