Deskside Support Specialist (Onsite – Calgary)

Location: Onsite – Calgary, Canada
Job Type: Full Time / Contract (as applicable)
Work Hours: Business hours with backup coverage as required

About AIM

AIM is a Canadian technology company that helps organizations modernize their systems through advanced API management, cloud engineering, cybersecurity solutions, and full-stack software development. We support enterprise clients across North America with secure, scalable, and high‑touch IT services.

Our approach is hands‑on, service‑driven, and focused on operational excellence and end‑user experience.

Position Overview

The Deskside Support Specialist is a dedicated onsite IT support resource based in Calgary, responsible for delivering white‑glove deskside and executive support during business hours.

This role serves as the primary onsite escalation and support presence, handling endpoint support, Microsoft administration, connectivity troubleshooting, and meeting room assistance, while coordinating closely with AIM’s senior remote IT and ITSM resources for escalated or specialized issues.

This position is ideal for a customer‑focused support professional who thrives in onsite environments and understands the importance of responsiveness, professionalism, and reliability.

Key Responsibilities

• Onsite Deskside Support

• Provide dedicated onsite deskside support during business hours in Calgary

• Deliver white‑glove support for executives and VIP users

• Act as the onsite point of contact for IT issues, incidents, and requests

• Ensure backup coverage and coordination during absences or high‑impact incidents

• Endpoint & Device Support

• Provide deskside support for:

  • Windows
  • macOS
  • iOS
  • Android

• Perform hardware troubleshooting and diagnostics

• Handle device provisioning, setup, refresh, and decommissioning

• Support new‑user onboarding and device configuration

• Microsoft & Identity Administration

• Support Microsoft 365 applications and user administration

• Provide hands‑on assistance for:

  • Microsoft Intune
  • Entra ID (Azure AD)
  • Multi‑Factor Authentication (MFA)
  • Password resets and access issues

• Apply least‑privilege and identity best practices during user support

• Network, Connectivity & Remote Access Support

• Troubleshoot:

  • Wi‑Fi connectivity issues
  • VPN access
  • Remote access tools
  • Basic networking and endpoint connectivity problems

• Escalate complex network or security issues to AIM’s remote IT teams as needed

• Meeting Room & AV Support

• Provide onsite support for:

  • Boardroom and meeting room AV systems
  • Video conferencing setups (Teams, Zoom, etc.)
  • Audio, display, and presentation troubleshooting

• Ensure meetings start on time with minimal disruption

• Incident Management & Coordination

• Serve as an onsite escalation point for P2/P3 support incidents

• Coordinate with AIM’s senior remote resources for:

  • P1/P2 incidents
  • Advanced infrastructure, cloud, or security issues

• Ensure timely communication, user updates, and clean handoffs

Required Skills & Experience

• 3+ years of experience in Deskside Support or IT Support roles
• Strong hands‑on experience supporting Windows and macOS endpoints
• Experience with Microsoft 365, Intune, Entra ID, and MFA
• Familiarity with Wi‑Fi, VPN, and remote access troubleshooting
• Experience supporting executives and VIP users
• Strong troubleshooting, documentation, and communication skills
• Customer‑first mindset with excellent onsite professionalism

Nice to Have

• ITIL or ITSM experience
• Experience working in enterprise or managed services environments
• Familiarity with ticketing systems (Jira Service Management, ServiceNow, ManageEngine)
• Basic knowledge of security or compliance standards (SOC 2, ISO 27001)

Key Competencies

• White‑glove customer support
• Strong ownership and accountability
• Clear communication and escalation judgment
• Attention to detail and responsiveness
• Ability to work independently onsite while collaborating remotely

Why AIM

• Direct impact through high‑visibility onsite support
• Opportunity to work with enterprise clients and executive users
• Strong backing from senior remote IT and ITSM teams
• Culture built on trust, accountability, and service excellence