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Information Technology Help Desk Technician

4 weeks ago

Alberta AB, Canada VUE IT INC Full time

Company DescriptionVUE IT INC is an innovative information technology company based in Calgary, Alberta, Canada. We specialize in providing tech solutions to clients, specifically in the veterinary healthcare field. Our fresh approach allows us to cater to the unique needs of our clients, ensuring they receive top-notch IT support. We aim to maintain high standards of excellence and dedication to client satisfaction. Employment type: Temporary/contract Duration: 2-3 Months Possibility of extension or conversion: Yes Role OverviewWe're hiring an Entry to Mid-Level IT Help Desk Technician to support end users with hardware, software, and network issues. You'll be the first line of support, handling tickets, troubleshooting incidents, and escalating when needed. This role is ideal for someone with a strong technical foundation and a passion for helping people.Key ResponsibilitiesProvide Tier 1-2 support via ticketing system, phone, chat, and emailTroubleshoot and resolve issues with Windows/macOS, laptops/desktops, printers, peripherals, and mobile devicesSupport common business apps (Microsoft 365/Google Workspace, email, VPN, conferencing, browsers)Perform account administration (password resets, access requests, basic AD/Azure AD tasks)Set up, image, and deploy endpoints; maintain inventory and asset recordsConfigure basic network settings on endpoints; triage connectivity issues (Wi Fi, DNS, VPN)Assist with Fortinet-related Tier 1 tasks (e.g., VPN user setup, basic firewall policy checks, troubleshooting FortiClient connectivity) under guidanceSupport Windows Server basics (user/group management, file/print services, basic GPO checks) and escalate advanced issuesDocument solutions and update knowledge base articles/runbooksEscalate complex incidents to senior engineers per SOPs and SLAsAssist with patching, antivirus/EDR checks, and routine maintenanceParticipate in onboarding/offboarding and occasional after-hours support as neededRequired QualificationsDiploma in Networking or Systems (or equivalent post-secondary education in IT)1-3 years of help desk/IT support experience (internships/co-ops count)Solid troubleshooting skills across Windows 10/11, basic macOS, and common business appsFundamental networking knowledge: TCP/IP, DHCP/DNS, VLANs, VPN basics, Wi FiExposure to Fortinet products such as FortiGate, FortiAP, and FortiClient (e.g., user VPN setup, reading basic logs, understanding security policies)Working knowledge of Windows Server (Active Directory, file/print services, basic GPO concepts)Experience with ticketing systems and remote support toolsStrong customer service, communication, and documentation skillsNice to HaveCertifications: CompTIA A+ or Network+, Fortinet NSE 1-3, ITIL FoundationExperience with Azure AD/Entra ID, Intune/MDM, and basic scripting (PowerShell)M365 admin exposure (Exchange/Teams/SharePoint) or Google Workspace adminExperience in an MSP or multi-client environmentWork ConditionsEntry to Mid-level role; full-time, temporaryOnsiteStandard business hours with rotating after-hours/on-call for priority incidentsWhat We OfferGrowth path toward Systems/Network Administration or Field EngineeringSupport for certifications (including Fortinet NSE track and Microsoft) and ongoing trainingCollaborative team and clear processes/SOPs