Tier 1 Service Desk Technician

Job summary

Serve as the first point of contact for client technology issues, responding to support requests and troubleshooting desktop, network, Microsoft 365, and application problems. Document incidents, manage user accounts and workstation support, escalate complex issues, and assist with occasional on-site work and service improvements.

Job details

Join a Team That Makes Technology Clear Klaren is a growing Managed Services Provider (MSP) helping organizations across Canada achieve better business outcomes through technology. We deliver exceptional customer service, practical IT solutions, and trusted advice to organizations ranging from small businesses to larger enterprise environments. We're looking for a motivated Tier 1 Service Desk Technician who enjoys helping people, solving problems, and building a career in IT. While this role is fully remote, occasional on-site visits to client locations in and around Calgary are required. For this reason, applicants must reside within the Greater Calgary Area. What You'll Do As a Tier 1 Service Desk Technician, you'll be the first point of contact for our clients when technology issues arise. You'll work directly with end users to troubleshoot issues, resolve incidents, and deliver an outstanding customer experience. Key Responsibilities Respond to support requests via phone, email, Teams, and ticketing systems. Troubleshoot and resolve common desktop, network, Microsoft 365, and application issues. Perform password resets, account administration, and user onboarding/offboarding. Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint. Assist with workstation deployment, configuration, and troubleshooting. Document issues, resolutions, and client interactions within our PSA platform. Escalate complex technical issues to Tier 2 and Tier 3 teams when required. Participate in occasional on-site visits for deployments, troubleshooting, and project assistance. Follow established service processes and security best practices. Contribute to knowledge base articles and process improvements. Participate in our on call rotation What We're Looking For Required Skills Strong customer service and communication skills. Working knowledge of: Windows 10/11 Microsoft 365 Active Directory / Entra ID Basic networking concepts (DNS, DHCP, TCP/IP) Printers and peripheral devices Ability to troubleshoot technical issues in a structured manner. Strong organizational and documentation skills. Valid Class 5 driver's licence and reliable transportation. Must reside within the Greater Calgary Area. Preferred Qualifications MSP experience considered a strong asset Previous experience in a help desk, service desk, MSP, or technical support role. Experience supporting Microsoft 365 environments. Familiarity with Microsoft Intune, Teams Phone, and SharePoint. Industry certifications such as: CompTIA A+ Microsoft Fundamentals (MS-900, AZ-900) Google IT Support Other relevant technical certifications Ideal Candidate You are: Friendly and approachable. Curious and eager to learn. Reliable and self-motivated in a remote work environment. Comfortable managing multiple priorities. Focused on delivering an exceptional client experience. Why Klaren? Fully remote work environment Flexible and supportive team culture Exposure to a broad range of technologies and clients Ongoing training and professional development Career advancement opportunities to Tier 2, Projects, Security, or Leadership roles Apply Today If you're passionate about technology, enjoy helping people, and want to grow your IT career with a modern MSP, we'd love to hear from you. Please submit your resume along with a brief introduction explaining why you'd be a great fit for Klaren.

What you’ll do

Serve as the first point of contact for client technology issues, responding to support requests and troubleshooting desktop, network, Microsoft 365, and application problems. Document incidents, manage user accounts and workstation support, escalate complex issues, and assist with occasional on-site work and service improvements.

Requirements

Applicants must live in the Greater Calgary Area and have a valid Class 5 driver's licence and reliable transportation. The role requires customer service and communication skills, structured troubleshooting, strong documentation, and working knowledge of Windows, Microsoft 365, Active Directory or Entra ID, basic networking, and peripherals; prior help desk or MSP experience and relevant certifications are preferred.

Benefits

• Flexible Work Environment
• Ongoing Training And Professional Development
• Career Advancement Opportunities

Listed skills

• Customer service · Preferred
• Windows 10/11 · Preferred
• Microsoft 365 · Preferred
• Active Directory · Preferred
• DNS · Preferred
• DHCP · Preferred
• TCP/IP · Preferred
• Account Administration · Preferred
• Documentation · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Technical Troubleshooting
• Windows 10/11
• Microsoft 365
• Active Directory
• Entra ID
• Basic Networking
• DNS
• DHCP
• TCP/IP
• Printer And Peripheral Support
• Account Administration
• User Onboarding And Offboarding
• Documentation
• Microsoft Intune
• Teams Phone

Job areas

• Technology
• Customer Service & Support