Senior Helpdesk jobs

About ALPHA IT

ALPHA IT is one of Vancouver Island’s fastest-growing MSPs, and we are looking for a highly motivated, experienced, and client-focused Senior IT Technician to join our in-office team in Courtenay.

This is an excellent opportunity for a senior technical professional who thrives in a fast-paced MSP environment and enjoys leading projects, solving complex technical challenges, and delivering exceptional service to clients. The ideal candidate is passionate about technology, has strong hands-on experience across both cloud and on-premises environments, and has a proven track record of delivering successful IT projects on time and on budget.

Position Overview

The primary focus of this role will be the design, deployment, and implementation of IT projects and solutions for our clients. This includes Microsoft 365 migrations, Azure deployments, cloud transformation initiatives, infrastructure upgrades, and cybersecurity improvements. In addition to project work, this role will also support help desk operations and assist with escalated technical issues when required.

This position requires a strong blend of technical expertise, project ownership, and customer service. A strong focus on client satisfaction, clear communication, and delivering projects within scope, on time, and on budget is indispensable.

Key Responsibilities

• Lead the design, deployment, and implementation of client-facing IT projects and solutions.
• Plan and execute Microsoft 365 and Azure migrations, including Exchange Online, SharePoint, OneDrive, Teams, Entra ID, Conditional Access, and cloud-based virtual environments.
• Deliver infrastructure projects involving on-premises systems, virtualization, networking, firewalls, switches, VPNs, wireless solutions, and cybersecurity controls
• Conduct client IT assessments and recommend practical, scalable solutions aligned with business needs and best practices.
• Work closely with Project Managers and the sales team to scope, engineer, and deliver solutions on time and on budget.
• Provide escalation support to help desk operations and assist with complex technical troubleshooting when required.
• Deliver client training sessions and end-user guidance to support adoption of newly deployed technologies and solutions.
• Maintain accurate technical documentation, standards, and procedures while continuously improving service delivery.

Core Technical Experience

The ideal candidate will have strong working knowledge in many of the following areas:

• Microsoft 365: Exchange Online, SharePoint, OneDrive, Microsoft Teams, Microsoft Intune, Defender for Office 365.
• Azure / Cloud: Microsoft Entra ID, Conditional Access, Azure Virtual Machines, Resource Groups, Hybrid infrastructure, Identity and access management
• Windows Server & On-Prem Infrastructure: AD, Group Policy, DNS, DHCP, File Server, Print Server, Remote Desktop Services, Hyper-V, Certificate Services, IIS, Network Policy and Access Services, PowerShell.
• Networking & Security: Firewalls, Switches, Routers, VPNs, LAN/WAN, VLANs, Subnetting, Wireless access points and controllers, Cybersecurity best practices, Threat management, Backup and disaster recovery, Endpoint and identity security
• Experience with VoIP implementation is highly desirable and will be considered a strong asset.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field, or equivalent practical experience.
• Experience working with Municipalities and First Nations communities is considered a strong asset.
• Relevant certifications are considered an asset, including: ITIL v4 Foundation, CompTIA Network+, CompTIA Security+, CCNA, Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Security Operations Analyst Associate, Microsoft Certified: Identity and Access Administrator Associate, Microsoft Certified: Windows Server Hybrid Administrator Associate, SonicWall NSAA, or equivalent certifications.

What We’re Looking For

We’re looking for someone who:

• Takes ownership of projects and technical outcomes
• Brings a strong customer-first attitude to every client interaction
• Is equally comfortable with cloud platforms, on-prem infrastructure, cybersecurity, and networking
• Can balance project delivery with support responsibilities
• Can confidently train and guide customers on newly deployed technologies
• Understands the importance of professionalism, documentation, accountability, and follow-through
• Wants to be part of a growing MSP that values initiative, technical excellence, and continuous improvement

What We Offer

• Extended health benefits, including: Dental care, Vision care, Life insurance
• Paid time off
• Overtime pay
• On-site parking

Job Types: Full-time, Permanent

Pay: $70,000.00-$80,000.00 per year

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Ability to commute/relocate:

• Courtenay, BC: reliably commute or plan to relocate before starting work (required)

Experience:

• IT support: 5 years (required)
• MSP: 4 years (required)

Location:

• Courtenay, BC (required)

Willingness to travel:

• 25% (required)

Work Location: In person