IT DESKTOP SUPPORT TECHNICIAN

Lanmark; Calgary; Hybrid; CAD 52,000 - 70,000; Full time

Job summary

Lanmark is seeking a Desktop Support Technician to implement desktop systems for its Calgary and US offices. The role demands professionalism, strong communication, and the ability to manage multiple tasks in a dynamic environment.

You will support PCs, printers, phones, and networks; deploy images; and work with teams to resolve issues. O365/AD and MDT/SCCM familiarity is useful, with a focus on customer service.

Qualifications

• 4–6 years' experience in a medium-to-large sized office with Tier 1 and 2 (Helpdesk/Desktop Support).
• Experience in Active Directory/O365 Azure Management: adding, removing, modifying user accounts.
• Knowledge of MDT/WDS, SCCM, WSUS, and virtualization is advantageous.
• Experience troubleshooting network connectivity, including VLANs.
• Strong Windows 11 operating system proficiency.
• Webex knowledge and RMM experience are preferred.

Responsibilities

• Create a professional first impression and interface with staff in person, over the phone, and via Teams and email for desktop support issues.
• Assist in deployment, monitoring, repair, maintenance, upgrade, and support of IT systems including servers, software, hardware, and telecoms.
• Troubleshoot desktop, laptop, printer, and phone issues and aid with network connectivity and image deployments.
• Communicate technical and non-technical aspects of desktop tech to stakeholders in various settings.
• Build new Lanmark desktops per Lanmark standards for each department.
• Provide onsite/remote service and apply diagnostic utilities for troubleshooting.
• Escalate non-core requests to supervisor and participate in training as directed.

Skills

Active Directory

O365 Azure

Windows 11

Networking basics

Team player

Communication

RMM tools

Webex

Tools

MDT/WDS

SCCM

WSUS

Webex

RMM

Teams

Job description

Reporting to the IT Manager and working with administration, document control, and project staff, the Desktop Support Technician is responsible for setting up and implementing desktop systems throughout the Calgary and US offices of Lanmark. The successful candidate will have a high degree of professionalism and corporate communication skills, be professionally presented, and have superior organizational skills with the ability to focus on multiple tasks and changing priorities; with a mature approach and confidence in dealing with a wide range of clients, business partners and staff.

Job Responsibilities:

Create a professional first impression and interface in a positive manner while engaging staff in person, over the phone, and through Teams and email in regard to desktop support issues.

Assist in the deployment, monitoring, repair, maintenance, upgrade, and support of all IT systems. This includes telecommunications, servers, operating systems, hardware, software, and other miscellaneous computer equipment.

Help users troubleshoot and resolve desktop, laptop, printer, and phone system issues and help them with network connectivity and image deployments.

Communicate accurately and effectively both technical and non-technical aspects of modern desktop technologies and products to a variety of stakeholders within a wide array of presentation settings.

Build new Lanmark desktop systems in compliance with Lanmark standards for each department.

Perform onsite/remote service and support and apply diagnostic utilities to aid in troubleshooting.

Escalate all project and non-core related requests to supervisor for evaluation. Stay current and take part in training as directed by the IT Manager.

Qualifications:

Experience in the EPCM sector would be an advantage

A minimum of 4-6 years' experience in a medium-to-large sized office with Tier 1 and 2 (Helpdesk/Desktop Support)

Active Directory/O365 Azure Management: adding, removing, modifying user accounts

Knowledge of the following would be advantageous: MDT/WDS, Microsoft System Center Configuration Manager (SCCM), WSUS, and virtualization

Experience troubleshooting network connectivity, including VLANs

Demonstrate a good working knowledge of Windows 11 operating systems

Webex knowledge

Experience using RMM technology

The ability to research and apply knowledge effectively

An advanced proficiency in the MS Office suite of applications with the ability to learn and adapt to new programs and processes

A professional, courteous, and mature demeanor with good phone and email etiquette

Ability to work in a team environment and present a flexible and adaptable approach to work assignments

Be highly organized with exceptional time management skills

Ability to exercise tact and discretion in dealing with sensitive and confidential information

Strong English language (oral and written) along with excellent communication skills