Information Technology Help Desk Technician

VUE IT INC; Calgary; On-site; CAD 42,000 - 63,000; Full time

Job summary

VUE IT INC in Calgary, Alberta, is seeking an Entry to Mid-Level IT Help Desk Technician to support end users with hardware, software, and network issues. You will be the first line of support, handling tickets, troubleshooting incidents, and escalating when needed.

This role suits someone with a strong technical foundation and a passion for helping people. Responsibilities include Tier 1–2 support via various channels, configuring endpoints, basic AD/Azure tasks, and collaborating with senior

Job 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.

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
• 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 escalated 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

• Undergraduate degree 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) is essential
• 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
• In-depth knowledge of Veeam Backup & Replication is required.
• Solid understanding of VoIP systems, including 3CX, NetSapiens, Asterisk, and Avaya.

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
• 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