IT Support Technician

AGAT Laboratories•Calgary, AB

8d•Hybrid

About The Position

We are seeking a motivated and technically skilled IT Support Technician to join our team. This role combines end-user support, Microsoft 365 administration, hardware deployment, network cabling, and cybersecurity awareness initiatives. The successful candidate will work closely with internal IT teams to support users, systems, and infrastructure across multiple business locations.

Requirements

Post-secondary degree, diploma, or certification in Information Technology, Computer Science, or a related field, or equivalent work experience.
Minimum 2-5 years of experience supporting Windows-based environments.
Experience administering Microsoft 365 and Exchange Online.
Strong understanding of Active Directory, Entra ID (Azure AD), Microsoft Teams, and user account administration.
Experience with ticketing systems, asset management platforms, and endpoint management tools.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to prioritize tasks and work effectively in a fast-paced environment.
Strong customer service orientation and attention to detail.
Valid driver's license and reliable personal vehicle.
Willingness to travel between AGAT locations within the city and occasionally to other locations as required.
Ability to lift and move computer equipment, monitors, printers, and related hardware (up to 50 lbs).
Comfortable working in office, laboratory, warehouse, and field environments.
Willingness to work outside regular business hours in an on-call rotation and during planned maintenance, projects, or emergency situations.
Willingness to use a personal mobile phone for business communications (phone allowance provided).

Nice To Haves

Experience with Microsoft Intune / Endpoint Manager
Windows Server administration
PowerShell scripting and automation
WSUS and patch management
Microsoft Defender for Endpoint
SolarWinds or similar monitoring platforms
Serv-U FTP administration
Neat Bar and conference room technology
Network switching, wireless networking, and structured cabling
Cybersecurity awareness and security monitoring platforms
Experience supporting multi-site enterprise environments.
Experience supporting 1,000+ users across multiple locations.
Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or Microsoft Certified Administrator Associate.
Bilingual (English/French) is considered an asset.

Responsibilities

Provide first and second-level technical support for desktop, laptop, mobile device, printer, and peripheral issues.
Troubleshoot and resolve hardware, software, network, and connectivity issues.
Respond to, document, and manage support requests through the IT ticketing system while maintaining established service levels.
Escalate complex issues to senior IT staff and vendors when required.
Assist users with Microsoft Office, Microsoft 365 applications, and business-specific software.
Create, modify, disable, and manage Microsoft 365 user accounts.
Assign, remove, and troubleshoot Microsoft 365 licensing.
Configure and support Exchange Online mailboxes, shared mailboxes, distribution groups, and Microsoft Teams.
Assist with account security, password resets, Multi-Factor Authentication (MFA), and Conditional Access troubleshooting.
Support user onboarding, offboarding, and account lifecycle management.
Install, test, label, and document Ethernet cabling at AGAT facilities.
Travel between company locations to perform network, workstation, and infrastructure installations.
Deploy and configure switches, wireless access points, conference room technology, printers, and related equipment.
Assist with workstation deployments, office moves, and technology upgrades.
Maintain accurate documentation of network drops, hardware inventory, and site technology assets.
Support cybersecurity awareness initiatives and phishing simulation campaigns.
Assist with endpoint protection, vulnerability remediation, and security best practices.
Monitor system alerts using network and infrastructure monitoring tools.
Report and escalate security concerns and incidents according to established procedures.
Assist with IT infrastructure, system migration, and technology deployment projects.
Collaborate with network, systems, and helpdesk teams on ongoing initiatives.
Maintain IT asset inventories and lifecycle records.
Contribute to process improvements, documentation, and standardization efforts.
Perform other related duties as assigned.