Information Technology Help Desk Support

Location:
Leduc, Alberta (on-site with occasional local travel)

Employment Type:
Full-time

Department:
Managed IT Services

About CloudOrbis

CloudOrbis is a premium, approachable Managed IT Services provider serving small and medium businesses across Canada, with a strong presence in the Greater Toronto Area and Alberta. We keep client systems running smoothly with proactive consulting, IT roadmaps, cloud planning, business continuity solutions, and round‑the‑clock support.

Role Overview

We're hiring an
IT Help Desk Support
professional in
Leduc, Alberta
to provide friendly, first‑class technical support to our clients. You will be the first point of contact for end users, triaging tickets, resolving issues remotely and on‑site, and collaborating with our senior engineers for escalations. This role is ideal for a smart problem‑solver who communicates clearly, documents thoroughly, and takes pride in delivering an outstanding client experience.

Key Responsibilities

• Frontline support:
  Respond to tickets, calls, and chats; troubleshoot Windows and macOS endpoints, printers, networks, and SaaS apps.
• Microsoft 365:
  Support Exchange Online, Teams, SharePoint/OneDrive, Intune/Autopilot, Entra ID (Azure AD), basic security and compliance tasks.
• User onboarding/offboarding:
  Provision accounts, devices, MFA, groups, mailboxes, and access to SharePoint/Teams; deprovision securely.
• RMM/patching:
  Use our
  N‑able RMM
  platform for monitoring, patch management, scripting, and remote remediation.
• Endpoint security:
  Deploy and monitor EDR/AV (e.g., SentinelOne or equivalent), BitLocker and device encryption status, and basic incident triage.
• Networking basics:
  Support UniFi and other SMB network stacks (switches, APs, firewalls), Wi‑Fi troubleshooting, VLAN/Wi‑Fi profile basics.
• Documentation:
  Create and maintain client runbooks, SOPs, and ticket notes with clear, repeatable steps.
• Customer experience:
  Set expectations, follow up proactively, and close the loop to ensure client satisfaction and SLA adherence.
• Escalations:
  Identify patterns, escalate complex issues to Tier 2/3 with strong notes, logs, and reproduction steps.
• On‑site visits:
  Perform scheduled on‑site support and small deployments in Leduc/Edmonton area (company mileage policy applies).

What You'll Bring

• 1–3 years in a help desk, service desk, or MSP support role (Tier 1/2).
• Strong troubleshooting across Windows 10/11, Microsoft 365, and common business apps.
• Comfort with ticketing systems and SLAs; ability to manage multiple priorities.
• Familiarity with RMM tools (preferably N‑able), remote assistance, and scripting fundamentals (PowerShell a plus).
• Basic networking knowledge (TCP/IP, DHCP/DNS, Wi‑Fi, VPNs) and experience with UniFi or similar.
• Understanding of security best practices: MFA, conditional access basics, phishing awareness, least privilege.
• Excellent written and verbal communication; professional, patient, and client‑focused demeanor.
• Valid Class 5 driver's license and reliable transportation for local site work.

Nice to Have

• Experience in an MSP environment supporting multiple clients.
• Exposure to
  Defender for Office 365
  ,
  SentinelOne (or similar EDR)
  ,
  Intune
  , and
  Autopilot
  imaging.
• Familiarity with
  Google Workspace
  and identity/SSO concepts.
• Knowledge of 3CX or other VoIP platforms.
• Certifications such as CompTIA A+/Network+, Microsoft AZ‑104/MS‑900/MD‑102, or equivalent.

Tools You'll Use Here

• N‑able RMM (monitoring, patching, remote support)
• Microsoft 365 (Exchange Online, SharePoint/OneDrive, Teams, Intune, Entra ID)
• EDR/AV platforms (e.g., SentinelOne)
• UniFi network stack (UDM, switches, APs)
• PSA/ticketing platform and documentation/runbooks

Schedule & Work Environment

• Hours:
  Monday–Friday, core business hours with occasional after‑hours work for maintenance or urgent incidents.
• Work model:
  Primarily on‑site in Leduc with some remote work; occasional client site visits in the Edmonton region.

Compensation & Perks

• Competitive salary commensurate with experience.
• Health and dental benefits package.
• Certification support and paid training.
• Mileage reimbursement for approved on‑site travel.
• Modern equipment and a supportive, growth‑oriented team.

How We Measure Success

• First Contact Resolution rate and SLA compliance.
• CSAT feedback from end users.
• Ticket quality: clear notes, documentation, and root‑cause insights.
• Contribution to knowledge base/runbooks and automation opportunities.

How to Apply

Email your resume (PDF) and a brief note about your favorite troubleshooting win to
umal

with subject line
"IT Help Desk Support — Leduc"
. You can also reach us at
‑4225 ext 218
for questions.

Our Hiring Process

1. Intro conversation (15–20 minutes).
2. Practical technical assessment (remote).
3. Team interview and culture add.

4. Reference check and offer.

5. CloudOrbis is an equal opportunity employer. We welcome applicants from all backgrounds and experiences. If you need accommodation during the hiring process, let us know.