Desktop Support Technician - Calgary

ESP Global Services; Calgary; On-site; CAD 45,000 - 60,000; Full time

Job summary

ESP Global Services, a leader in IT support solutions, seeks a Desktop Support Technician in Calgary. This role involves troubleshooting technical issues, providing user support, and managing service requests within agreed SLAs. Ideal candidates should possess 1-2 years of relevant experience and strong communication skills, ready to contribute in a dynamic IT environment.

Benefits

Shift allowance

Healthcare plan

PTO time

Perkbox discounts

On-site Paid Parking

Qualifications

• 1-2 years experience in Helpdesk/Desktop Support or Field Services.
• Knowledge of Microsoft Desktop software (Windows 7/10, Office Suite).
• Experience with troubleshooting hardware, software, and network issues.

Responsibilities

• Respond to customer incidents and service requests, resolving general user faults.
• Manage incident tickets and provide updates to clients and end users.
• Conduct proactive checks to resolve issues before they escalate.

Skills

Troubleshooting

Customer Service

Verbal Communication

Written Communication

Self-Motivation

Job description

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About The Job

As the Desktop Support Technician, you will be responsible for dealing with technical issues escalated from the helpdesk function and working with end user to troubleshoot hardware, software, and connectivity problems along with supporting the business on project-based requirements and IMACS.

About The Job

As the Desktop Support Technician, you will be responsible for dealing with technical issues escalated from the helpdesk function and working with end user to troubleshoot hardware, software, and connectivity problems along with supporting the business on project-based requirements and IMACS.

What will you do?:

• Respond to basic customer incidents and service requests passed across the client system and resolve general user faults within agreed SLAs.
• Manage all Check-in desk incident tickets in the client or ESP system.
• Provide timely updates to the client & end users so that progress against each individual incident can be updated as required.
• Escalate any issues relating to incident resolution, such as the need for support from a more experienced Engineer, in a timely manner to ensure that customer SLAs can still be met.
• Carry out regular "floor-walking" and pro-active line of sight checks to identify and resolve any issues before they are raised as incidents through the client or ESP system.
• This role is working rotational schedule: 4 days on & 4 off / rotational schedule (07:00am to 07:00pm or 07:00pm to 7:00am) 5 days on & 2 days off (8:00am - 5:00pm - 1 hour lunch)
• Other duties assigned
  
  

What will you bring to ESP?

• 1 - 2 years of experience providing Helpdesk/Desktop Support or Field Services which includes troubleshooting hardware, software, connectivity, and operating system issues
• 1 - 2 years of experience with IT infrastructure area support - DSS, Multiple Workstation OS (Window, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
• Experience in fulfilling the Starter and Leaver requests (i.e., set-up of desktop / laptop / IPAD, installing screens, patch port cabling, software configuration, mobile setup)
• Previous IT support and troubleshooting experience, including knowledge of Microsoft Desktop software (Windows 7/10, Office Suite) and operating systems, as well as a working knowledge of IT hardware.
• Self-motivated with a willingness to learn and adapt to any new change or situation.
• Good verbal and written communication skills
• Previous airport/airline experience preferred.
  
  

Physical Requirements:

• Able to lift or push 20-50 pounds of equipment if need it.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools.
  
  

If you are….

Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.

What We Will Offer

Personal & Professional Development

Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary

We offer a competitive range based on suitability or experience.

Benefits

• Shift allowance
• Healthcare plan
• PTO time
• Perkbox discounts
• On-site Paid Parking
  
  

Who are we:

ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are a global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time. We aim to exceed expectations and delight customers every time, and our values are integral to the way we work together.

Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service.

ESP Global Services is an equal-opportunity employer.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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