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Information Technology Help Desk Technician

2 weeks ago

Greater Calgary Metropolitan Area, Canada VUE IT INC Full time $60,000 - $80,000 per year

Company Description

VUE 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 Overview

We'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 Responsibilities

  • Provide Tier 1–2 support via ticketing system, phone, chat, and email
  • Troubleshoot and resolve issues with Windows/macOS, laptops/desktops, printers, peripherals, and mobile devices
  • Support 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 records
  • Configure 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 guidance
  • Support Windows Server basics (user/group management, file/print services, basic GPO checks) and escalate advanced issues
  • Document solutions and update knowledge base articles/runbooks
  • Escalate complex incidents to senior engineers per SOPs and SLAs
  • Assist with patching, antivirus/EDR checks, and routine maintenance
  • Participate in onboarding/offboarding and occasional after-hours support as needed

Required Qualifications

  • Diploma 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 apps
  • Fundamental networking knowledge: TCP/IP, DHCP/DNS, VLANs, VPN basics, Wi‑Fi
  • Exposure 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 tools
  • Strong customer service, communication, and documentation skills

Nice to Have

  • Certifications: CompTIA A+ or Network+, Fortinet NSE 1–3, ITIL Foundation
  • Experience with Azure AD/Entra ID, Intune/MDM, and basic scripting (PowerShell)
  • M365 admin exposure (Exchange/Teams/SharePoint) or Google Workspace admin
  • Experience in an MSP or multi-client environment

Work Conditions

  • Entry to Mid-level role; full-time, temporary
  • Onsite
  • Standard business hours with rotating after-hours/on-call for priority incidents

What We Offer

  • Growth path toward Systems/Network Administration or Field Engineering
  • Support for certifications (including Fortinet NSE track and Microsoft) and ongoing training
  • Collaborative team and clear processes/SOPs