Level 1 Help Desk Support Technician - Calgary

CloudOrbis is a growing Managed IT Services Provider (MSP) with operations supporting businesses across Alberta and Ontario. We deliver managed IT, Microsoft 365, Azure, cybersecurity, networking, cloud, and consulting services to organizations in a wide range of industries.

At CloudOrbis, we pride ourselves on providing exceptional customer service, proactive technology management, and trusted IT guidance to our clients. We are looking for a driven and customer-focused Level 1 Help Desk Support Technician who is passionate about technology and eager to grow their career in the IT industry.

This is an excellent opportunity to gain hands-on experience across a wide variety of technologies, industries, and client environments while working alongside experienced IT professionals.

Position Overview

As a Level 1 Help Desk Support Technician, you will be the first point of contact for client support requests. You will troubleshoot and resolve technical issues, assist with workstation deployments, support Microsoft 365 environments, and provide both remote and onsite support to clients.

This is an on-site position based out of our Calgary, Alberta office, with regular travel to client locations using a company vehicle.

Key Responsibilities

• Respond to support requests via phone, email, remote support tools, and ticketing systems.
• Troubleshoot Windows desktops, laptops, printers, mobile devices, and business applications.
• Support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
• Create and manage user accounts, licenses, permissions, and groups in Microsoft 365 and Active Directory.
• Assist with new user onboarding and employee offboarding.
• Deploy and configure computers, laptops, software, and mobile devices.
• Troubleshoot basic networking issues including Wi-Fi, VPN, internet connectivity, DNS, and DHCP.
• Perform routine maintenance, updates, and system checks.
• Document troubleshooting steps and resolutions accurately within ticketing and documentation systems.
• Escalate complex issues to senior technicians as required.
• Participate in client onboarding projects, technology assessments, migrations, and hardware deployments.
• Provide onsite support at client offices throughout the Edmonton Metropolitan Region and surrounding communities.
• Maintain a professional and positive client experience during all interactions.
• Utilize AI tools such as Microsoft Copilot, ChatGPT, and other modern productivity tools to improve troubleshooting, research, documentation, and overall efficiency.
• Participate in an after-hours on-call rotation to support urgent client issues when scheduled.

Qualifications

Required

• Diploma, degree, or certification in Information Technology, Computer Systems Technology, or a related field, or equivalent work experience.
• Strong knowledge of Windows 10 and Windows 11.
• Familiarity with Microsoft 365 applications and services.
• Basic understanding of networking concepts including:
• TCP/IP
• DNS
• DHCP
• VPN
• Wireless Networking
• Excellent troubleshooting and problem-solving skills.
• Strong verbal and written communication skills.
• Strong organizational and time management abilities.
• Ability to work independently and as part of a team.
• Professional, dependable, and customer-focused attitude.
• Comfortable leveraging AI-powered tools to improve productivity and service delivery.

Driving Requirements

This role includes regular travel to client locations using a company vehicle.

Applicants must:

• Hold a valid Alberta Class 5 driver's license.
• Have a clean driving record.
• Be insurable under the company's vehicle insurance policy.
• Be comfortable driving throughout Calgary and surrounding Alberta communities.
• Represent CloudOrbis professionally while onsite at client locations.

Preferred Qualifications

The following qualifications are considered strong assets:

• Previous experience working for a Managed Services Provider (MSP).
• Experience supporting multiple clients and environments simultaneously.
• Experience with:
• Microsoft Intune
• Microsoft Entra ID
• Microsoft Azure
• Active Directory
• Windows Server
• Microsoft Defender
• Remote Monitoring & Management (RMM) platforms
• Professional Services Automation (PSA) platforms
• Familiarity with HaloPSA, NinjaOne, Huntress, ConnectWise, Datto RMM, or similar tools.
• Microsoft certifications such as:
• MS-900
• AZ-900
• CompTIA certifications such as:
• A+
• Network+
• Security+
• Experience using AI tools professionally to enhance troubleshooting, documentation, automation, and operational efficiency.

What We're Looking For

The ideal candidate:

• Has a passion for technology and helping people.
• Enjoys troubleshooting and solving technical problems.
• Is curious, motivated, and eager to learn.
• Takes ownership of tasks and follows issues through to resolution.
• Communicates professionally with both technical and non-technical users.
• Thrives in a fast-paced MSP environment.
• Is organized, detail-oriented, and capable of managing multiple priorities.
• Uses AI and modern technology tools to work smarter and more efficiently.
• Is reliable and willing to participate in an on-call support rotation.

What We Offer

• Competitive salary based on experience and qualifications.
• Company vehicle for client visits.
• Exposure to a broad range of technologies and business environments.
• Ongoing training and professional development opportunities.
• Support for industry certifications and career growth.
• Collaborative and supportive team environment.
• Opportunity to work with Microsoft cloud technologies, cybersecurity solutions, and emerging AI tools.

Job Type: Full-Time, Permanent

Location: Calgary, Alberta

Work Arrangement: On-Site

Schedule: Monday to Friday, plus participation in an after-hours on-call rotation.

Pay: $40,000.00-$45,000.00 per year

Benefits:

• On-site parking

Ability to commute/relocate:

• Rocky View, AB: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Help desk: 1 year (required)

Work Location: In person