Help Desk Assistant (Full-Time)

Location: Manitoba / Calgary (Hybrid or In-Person) Employment Type: Full-Time

Overview Our client is seeking a Help Desk Assistant to join their IT support team, providing frontline technical support across both office and field environments. This role is ideal for a technically capable and customer-focused professional with 2–3 years of IT support experience, particularly within Microsoft cloud environments. The successful candidate will act as the first point of contact for IT incidents and service requests, supporting users in a hybrid workplace while ensuring timely resolution, escalation, and excellent service delivery.

Key Responsibilities Serve as the first point of contact for IT support issues via phone, email, and ticketing system Provide Level 1–Level 2 technical support for hardware, software, and network-related issues Support end users across office and field operations in a hybrid work environment Troubleshoot Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive Support Azure Active Directory (user accounts, access management, password resets, group assignments) Assist with Windows 10/11 desktop and laptop troubleshooting and configuration Manage IT tickets using ServiceNow, Jira, or similar ITSM platforms Perform onboarding/offboarding tasks including account creation and access provisioning Provide basic support for networking issues (Wi-Fi, VPN connectivity, printer issues) Escalate complex technical issues to senior IT support or infrastructure teams Maintain accurate documentation of incidents, resolutions, and procedures Support field technicians and remote users when required Deliver high-quality customer service with clear and professional communication

Required Qualifications 2–3 years of experience in IT Help Desk, Service Desk, or Technical Support role Strong experience supporting Microsoft 365 environments Working knowledge of Azure Active Directory (Azure AD / Entra ID) Experience with Windows OS (Windows 10/11) support and troubleshooting Familiarity with IT ticketing systems (ServiceNow, Jira, Freshservice, etc.) Strong troubleshooting and problem-solving skills Excellent communication and interpersonal skills Ability to manage multiple priorities in a fast-paced environment Customer service mindset with strong attention to detail

Nice to Have Experience supporting hybrid (cloud + on-prem) environments Exposure to Microsoft Intune / Endpoint Manager Basic networking knowledge (DNS, DHCP, VPN, LAN/Wi-Fi troubleshooting) Experience supporting field service or mobile workforce users Basic understanding of Active Directory Group Policy

Work Environment Hybrid or in-person depending on location and client needs Combination of remote IT support and occasional on-site/field support Fast-paced IT environment with escalation support from senior team members

Ideal Candidate The ideal candidate is a dependable, service-oriented IT professional with hands-on experience supporting Microsoft-based environments. They are confident troubleshooting end-user issues, comfortable working in hybrid settings, and able to communicate technical solutions clearly to non-technical users.