Help Desk Support jobs in Calgary, AB

About This Role

Lumen IT is hiring a Field Support Technician to be the face of our company at client sites across Calgary and the surrounding communities — Airdrie, Cochrane, Okotoks, Chestermere, and the points in between. You'll spend most of your week on the road solving problems where they happen, then back at our downtown office handling the Tier 1 help desk queue.

This is not a remote role. Every day looks a bit different: a printer that won't talk to a new laptop, a boardroom display that flickers, a new hire who needs to be set up before lunch. If you like fixing things, meeting people, and rarely sitting in the same chair twice, this is a good fit.

What You'll DoOn-Site Client Support (~70% of your time)

• Visit 3–6 client sites per day across Calgary and the surrounding area
• Set up new workstations, printers, phones, and boardroom equipment
• Diagnose and fix hardware, network, and peripheral issues in person
• Build relationships with client staff — you'll see the same faces regularly
• Represent Lumen IT professionally on every visit, regardless of the issue

Help Desk Support (~30% of your time)

• Handle Tier 1 tickets from our downtown office via phone, email, and our PSA
• Triage incoming requests, resolve what you can, escalate what you can't
• Reset passwords, manage Microsoft 365 accounts, troubleshoot Outlook and Teams
• Document every interaction with enough detail that a teammate can pick it up cold

Setup, Deployment & Documentation

• Configure Windows 10/11 and macOS workstations for new hires
• Enroll Apple and Windows devices in MDM (we'll teach you our stack)
• Set up VoIP desk phones and softphones, install printers, run cable when needed
• Keep client inventory and configuration notes accurate and current

What This Role Is NOT

To set expectations clearly, you will not be:

• Leading projects or designing client environments — senior staff own that
• Working remotely — this is a road-and-office role by design
• On a Tier 3 escalation rotation — complex incidents route to senior techs
• Writing scripts or doing automation work — we hire for that separately

A Day in the Life

8:00am: Arrive at the downtown office, check overnight tickets and your route for the day. Two morning visits booked, one walk-in likely.

8:30am – 12:00pm: First visit — small dental office in Beltline, their main printer won't authenticate to the new Microsoft 365 tenant. Reinstall driver, re-add the printer with the correct credentials, confirm with two staff that scan-to-email works. Second visit — manufacturing client in Foothills Industrial, swap a failed workstation, transfer the user's profile from a backup, walk them through the new login.

12:00pm – 1:00pm: Lunch back at the office or on the road. If you're in the office, the team usually grabs something together.

1:00pm – 3:30pm: Afternoon ticket queue from the office — handle remote support, password resets, Outlook crashes, "my Teams isn't working." Most resolve in 10–20 minutes. Document each one as you go.

3:30pm – 5:00pm: Last visit of the day — new-hire setup at a law firm in Eau Claire. Two laptops, two iPhones, M365 licenses, the works. Confirm they can sign in, send a test email, and join a Teams call before you leave.

5:00pm: Wrap up notes, update tomorrow's calendar, head home.

Typical Volume: 3–6 site visits per day plus 5–10 remote tickets. Some days are heavier on the road; some days the queue runs longer.

Tools You'll Use

• Windows 10/11 and macOS — most clients run mixed environments
• Microsoft 365 — Exchange Online, SharePoint, OneDrive, Teams, Entra ID
• Active Directory — user accounts, group membership, password resets
• PSA and RMM — every interaction gets ticketed and tracked
• MDM platforms — Microsoft Intune for Windows, an Apple MDM for Mac/iOS
• VoIP phone systems — desk phones, softphones, basic call flows

You don't need to know all of these on day one. We'll train you on our stack. What we need is solid fundamentals and the willingness to learn the rest.

What We're Looking ForRequired

• Experience: 1–2 years of hands-on IT support (help desk, repair shop, internal IT, co-op all count)
• Technical foundation: Working knowledge of Windows 10/11, basic macOS, mobile device setup, Microsoft 365 fundamentals, TCP/IP basics, hardware troubleshooting
• Driver's license: Valid Alberta driver's license and a reliable vehicle (mileage reimbursed at CRA rates)
• Physical: Comfortable lifting and moving computer equipment, working in varied environments (offices, retail spaces, light industrial sites)
• Communication: You can explain a fix to a non-technical user without making them feel small

Core Competencies

• Customer-facing demeanor: You're representing the company on every visit
• Problem-solving: Logical, methodical approach — and you know when to ask
• Time management: You can run a multi-stop day without dropping the ball
• Initiative: You spot the second issue while fixing the first

Nice to Have

• CompTIA A+ (we'll support you in getting this if you don't have it)
• Network+ or equivalent hands-on networking
• Previous MSP or multi-client environment experience
• Familiarity with MDM platforms (Intune, Jamf, Mosyle, Apple Business Manager)
• Experience with VoIP systems beyond phone setup (basic PBX concepts, Teams Phone)
• Hands-on with RMM platforms and ticketing systems
• Exposure to structured cabling, A/V setup, or point-of-sale systems

What happens after you apply

• Confirmation — you'll get an email confirming we received your application
• Within 48 hours — we'll let you know whether we're moving forward
• Phone screen — 30 minutes with the hiring manager if there's a fit
• On-site interview — meet the team at our downtown office, see where you'd be working

Use the Apply button at the top of this page to start your application.

What We OfferCompensation & Benefits

• Salary: $45,000–$55,000 base salary, based on experience and certifications
• Health Benefits: Full health, dental, and vision coverage after the 3-month probation
• Time Off: Competitive vacation package to start, plus sick leave
• Statutory Holidays: All Alberta statutory holidays plus company closure between Christmas and New Year's

Additional Compensation

• Mileage Reimbursement: CRA rates for client site visits
• On-Call Compensation: When on rotation, plus overtime pay for after-hours calls
• Work Phone: Company-provided phone if needed
• Annual Reviews: Performance review and salary adjustment every 12 months

Professional Development

• Learning Time: Dedicated time for studying and skill development
• Certification Support: We pay for certifications relevant to your role
• Growth Opportunities: Real path for advancement based on demonstrated skill

Work Environment

• Work Location: Split between our downtown Calgary office and client sites — no remote work
• Schedule: Monday–Friday, 8:00am–5:00pm
• On-Call: Rotating after-hours on-call (approximately 1 week every 8–10 weeks). Typically light — most weeks you'll receive few or no calls. Senior staff handle critical escalations.
• Equipment: Company-provided laptop, tools, and field kit
• Office: Modern downtown Calgary office with easy LRT access
• Probationary Period: 3 months

Job Type: Full-time

Pay: $45,000.00-$55,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Mileage reimbursement
• On-site parking
• Paid time off
• Vision care

Application question(s):

• Do you own and have continual access to a reliable vehicle for transporting yourself to client offices?

Location:

• Calgary, AB (required)

Work Location: Hybrid remote in Calgary, AB