IT Support Technician

Modern Niagara; Calgary; On-site; CAD 78,000 - 93,000; Full time

Benefits offered by this job

Performance bonus

Pension plan

Health and dental benefits

Health spending account

Employee assistance program

Generous vacation

Parental leave top up

Community day

Vendor discounts

Job summary

Modern Niagara is seeking an IT Technician to provide remote technical support across the company’s offices in the United States and to work closely with the Helpdesk Operations Manager. The role involves diagnosing hardware and software issues, onboarding/offboarding users, and maintaining end-user systems in a fast-paced environment.

You will handle ticketing, document resolutions, and deliver user training while contributing to a proactive IT support culture and ongoing modernization efforts.

Qualifications

• Educational background in Information Technology, Computer Science, or related field.
• Associate or bachelor’s degree preferred; 3 years IT experience may substitute.
• Experience in a technical helpdesk or desktop support.
• Experience providing customer-facing technical support.
• Working knowledge of Microsoft 365, Intune, SharePoint, Exchange, and OneDrive.
• Strong technical knowledge of hardware, software, OS, and networking.
• Ability to document issues and resolutions clearly in a ticketing system.
• Ability to travel to company offices as required.

Responsibilities

• Provide remote technical support to company divisions in the United States.
• Collaborate with the IT team and Helpdesk Operations Manager.
• Troubleshoot hardware and software issues; diagnose and resolve.
• Identify recurring issues and implement preventive measures.
• Prioritize requests by urgency and impact.
• Escalate complex issues to higher support levels.
• Document work in ticketing system with steps and resolutions.
• Provide user training and guidance when needed.
• Deploy, configure, and manage computers and peripherals.
• Assist with onboarding/offboarding of users and account administration.
• Maintain hardware/software inventory and perform diagnostics.
• Stay current with supported technologies and best practices.
• Travel to offices for deployments and projects as required.

Skills

Microsoft 365

Microsoft Intune

SharePoint

Exchange

OneDrive

Helpdesk

Networking

Customer service

Education

Associate degree in IT or CS

Bachelor’s degree in IT or CS

Tools

Ticketing system

Job description

Modern Niagara Building Services helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We also develop custom, turnkey solutions to help reach the desired outcomes. We are committed to having a positive and meaningful impact on Canada’s infrastructure and on the communities where we live, learn, work, and heal.

WE BUILD FOR LIFE.

We value passion, initiative, determination, professionalism, and teamwork and we are committed to ensuring that our teams have everything they need to succeed. Health and safety are embedded in everything we do and, as a result, our award-winning safety culture has a record that’s well above industry standards.

At Modern Niagara Building Services, you will work alongside values-driven, safety-conscious, and high-impact teams in a fast-paced, innovative, and collaborative environment. Here, your knowledge, skills, and excellent service will help ensure that the buildings that make up Canada’s infrastructure fulfill the needs they were set out to meet.

Modern Niagara is one of Canada’s Best Managed Companies and is a recipient of SMACNA‘s Safety Excellence Award Program (SSEAP) – Canada and the Canadian Occupational Safety (COS) Magazine’s Gold Winner for Canada’s Safest Employers Award in the Building and Construction category and Excellence Winner for Canada’s Best Health + Safety Culture Award as well as Canada’s Best Health + Safety Leader Award.

The IT Technician’s role is to provide employees across the organization with reliable technical support and the tools necessary to perform their roles effectively. This involves providing remote technical support to the company’s child divisions across the United States, proactively identifying areas for improvement, and delivering technical assistance for computer systems, mobile devices, software, networking, and other technology solutions.

The incumbent monitors, maintains, installs, configures, and supports end-user systems and devices. The role includes diagnosing hardware and software issues, documenting problems and resolutions, prioritizing requests based on urgency and business impact, and escalating unresolved issues to the appropriate level of support.

The IT Technician also plays an important role in user onboarding and offboarding, account administration, technology deployment, inventory management, and end-user training. The position requires an individual who can work independently when appropriate while collaborating effectively with the Helpdesk Operations Manager and broader IT team.

As an ideal candidate, you are a customer-focused problem solver who can take ownership of technical issues from initial identification through resolution while maintaining accurate documentation and working toward preventing recurring issues.

Duties and Responsibilities

Provide remote technical support to the company’s child divisions across the United States.

Work collaboratively within the IT team and follow duties and priorities assigned by the Helpdesk Operations Manager.

Troubleshoot hardware and software issues by performing diagnostics, identifying problems, asking relevant questions, assessing business impact, and implementing appropriate resolutions.

Identify, analyze, troubleshoot, and resolve technical issues with the goal of eliminating recurring problems and reducing helpdesk requests.

Prioritize technical issues based on urgency, impact, and business requirements.

Escalate unresolved or complex issues to the appropriate next level of technical support.

Use the company’s ticketing system to record, track, and document all work performed, including time spent, troubleshooting steps, actions taken, and final resolutions.

Follow up with end users after resolution to ensure issues have been fully addressed and systems are functioning properly.

Provide technical training and guidance to end users when required.

Deploy, install, configure, and manage computers, peripherals, and other technology devices in accordance with corporate standards.

Support the onboarding and offboarding process by ensuring users are properly established or removed from company systems.

Perform end-user account administration, including adding, changing, and removing user accounts and access as required.

Assist with monitoring, maintaining, and documenting the company’s hardware and software inventory.

Apply diagnostic tools, technical documentation, knowledge bases, and available resources to assist with troubleshooting and resolution.

Evaluate documented resolutions and identify opportunities to prevent recurring technical issues.

Maintain current knowledge of supported hardware, software, applications, and technologies.

Travel to company offices when required for projects, technical deployments, or special assignments.

Perform other related IT duties and responsibilities as required.

Job Requirements

Educational background or professional experience in Information Technology, Computer Science, or a related technical field.

Associate or bachelor’s degree in Information Technology, Computer Science, or a related field preferred; three years of equivalent IT work experience may be considered in lieu of a degree.

Experience in a technical helpdesk, service desk, desktop support, or similar IT support position.

Experience providing customer-facing technical support and assistance.

Working knowledge of Microsoft 365, Microsoft Intune, SharePoint, Exchange, and OneDrive.

Strong technical knowledge of computer hardware, software, operating systems, and networking.

Experience troubleshooting and resolving computer systems, software, hardware, and network-related issues.

Proven analytical and problem-solving abilities, with the ability to identify root causes and implement effective solutions.

Ability to learn and complete on-the-job training for new applications, hardware, software, and technology solutions.

Ability to follow verbal and written instructions accurately.

Strong organizational skills and exceptional attention to detail.

Ability to prioritize and manage multiple technical requests based on urgency and impact.

Ability to work independently with minimal supervision when required.

Strong written and verbal communication skills, with the ability to explain technical information in user-friendly language.

Strong customer service and interpersonal skills, with an emphasis on listening, questioning, and understanding user needs.

Ability to document technical issues, troubleshooting steps, and resolutions accurately in a ticketing system.

Ability to work effectively in a team-oriented and collaborative environment.

Ability to research technical issues and identify appropriate solutions using available resources.

Ability to travel to company offices for projects, deployments, and special assignments as required.

This is a new position. Expected annual compensation; $55,000 - $65,000

• Performance based bonus opportunities
• Defined Contribution Pension Plan with a generous employer contribution
• Flexible Health and Dental benefits with tiered options to meet the needs of you and your family
• An annual health spending account to support your overall wellness
• 24/7 confidential support through our Employee and Family Assistance Program with access to comprehensive resources and professional services
• A competitive vacation package withadditionalvacation granted throughout your tenure with the organization.
• Employer Paid Parental Leave Top Up
• Annual Community Daydedicatedto volunteering and giving back to the communities where we live and work
• Corporate Discounts through various vendors across Canada for programs such as fitness, mobile phones, travel, home and auto insurance and many others

Here at Modern Niagara, because we know our people are the best in the industry, we pride ourselves on providing a total compensation package that rewards employees for their hard work and supports employees and their families in their overall wellbeing.

About Modern Niagara

Who We Are

Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa.We are committed to having a positive and meaningful impact on Canada’s infrastructure — and on the communities where we live, learn, work, and heal. We build for life.

Our Culture & Values

We value passion, initiative, determination, professionalism, and teamwork.Health and safety are embedded in everything we do, and our award-winning safety culture consistently performs well above industry standards.

Diversity, Equity & Inclusion at Modern Niagara

We are committed to building a diverse,equitable, and inclusive organization where everyone has access to opportunity, feels a sense of belonging, and can thrive.We actively work to remove barriers faced by members of equity-seeking groups (including women, Indigenous, Black, racialized, 2SLGBTQIA+ people, people with disabilities, and newcomers to Canada) in the construction industry.We encourage applications from candidates of all backgrounds and lived experiences and are committed to a barrier-free hiring process.

If you require accommodation at any stage of the recruitment process, please contact us at [e-mail] so we can makeappropriate arrangements.

We appreciate every applicant’s interest in joining Modern Niagara. Only those selected for an interview will be contacted.