Service Desk Technician
About The Position
ARC Business Solutions Inc. is seeking a Service Desk Technician for a full-time, on-site role in Calgary, AB. The technician will be responsible for responding to and resolving client support requests, providing remote and on-site technical support, and supporting various IT environments. The primary goal will be on-site servicing one specific client. This role involves supporting Windows and macOS workstations, Microsoft 365 environments, user account administration, and network connectivity troubleshooting. The technician will also be responsible for creating and maintaining documentation, following standard operating procedures, and contributing to process improvement initiatives. Collaboration with team members, staying current with technological trends, and assisting with technical projects are also key aspects of this position.
Requirements
- 3+ years of experience in IT support, help desk, or MSP or multi-client environment
- Strong knowledge of Windows desktop and Windows Server environments
- Experience supporting Microsoft 365, Active Directory/Entra ID, networking, endpoint devices, and remote support tools
- Experience with Microsoft 365 administration and troubleshooting
- Understanding of Active Directory and Azure AD
- Experience with Wi-Fi, VPN, Remote access, and network connectivity troubleshooting
- Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)
- Familiarity with remote support tools and ticketing systems
- Hardware troubleshooting skills for desktops, laptops, printers, and mobile devices
- Exceptional customer service and communication skills with the ability to provide white-glove support to executive and high-profile users
- Strong troubleshooting and problem-solving abilities across Windows, Microsoft 365, and hybrid IT environments
- Ability to work independently, manage priorities effectively, and maintain professionalism under pressure
- Strong attention to detail, documentation practices, discretion, and collaboration with internal technical teams and stakeholders
Responsibilities
- Respond to and resolve client support requests via phone, email, ticketing system, and in-person
- Provide remote and onsite technical support to clients across multiple industries, with a primary focus on on-site servicing one specific client
- Support and troubleshoot Windows and macOS workstations, peripheral devices, and basic server infrastructure
- Administer and support Microsoft 365 environments (Exchange Online, Teams, SharePoint, OneDrive)
- Perform user onboarding/offboarding, account administration, MFA setup, and password/access management
- Troubleshoot Wi-Fi, VPN, Remote Access, and network connectivity
- Create and maintain accurate documentation in our knowledge base
- Follow established standard operating procedures while contributing to process improvement initiatives
- Accurately document work performed, ticket updates, and time entries for operational tracking and billing purposes
- Follow and contribute to the improvement of standard operating procedures
- Work collaboratively with team members to solve complex problems
- Stay current with technological trends and develop new technical skills
- Assist with basic technical projects, workstation deployments, Microsoft 365 changes, and operational improvement initiatives as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
