Information Technology Help Desk Technician

VUE IT INC is an innovative information technology company based in Calgary, Alberta, Canada. We specialize in providing tech solutions to clients, specifically in the veterinary healthcare field. Our fresh approach allows us to cater to the unique needs of our clients, ensuring they receive top-notch IT support. We aim to maintain high standards of excellence and dedication to client satisfaction.

Role Overview

We’re hiring an Entry to Mid-Level IT Help Desk Technician to support end users with hardware, software, and network issues. You’ll be the first line of support, handling tickets, troubleshooting incidents, and escalating when needed. This role is ideal for someone with a strong technical foundation and a passion for helping people.

Key Responsibilities

Provide Tier 1–2 support via ticketing system, phone, chat, and email

Troubleshoot and resolve issues with Windows/macOS, laptops/desktops, printers, peripherals, and mobile devices

Perform account administration (password resets, access requests, basic AD/Azure AD tasks)

Set up, image, and deploy endpoints; maintain inventory and asset records

Configure basic network settings on endpoints; triage connectivity issues (Wi‑Fi, DNS, VPN)

Assist with Fortinet-related Tier 1 tasks (e.g., VPN user setup, basic firewall policy checks, troubleshooting FortiClient connectivity) under guidance

Support Windows Server basics (user/group management, file/print services, basic GPO checks) and escalated advanced issues

Document solutions and update knowledge base articles/runbooks

Escalate complex incidents to senior engineers per SOPs and SLAs

Assist with patching, antivirus/EDR checks, and routine maintenance

Participate in onboarding/offboarding and occasional after-hours support as needed

Required Qualifications

Undergraduate degree in Networking or Systems (or equivalent post-secondary education in IT)

1–3 years of help desk/IT support experience (internships/co-ops count)

Solid troubleshooting skills across Windows 10/11, basic macOS, and common business apps

Fundamental networking knowledge: TCP/IP, DHCP/DNS, VLANs, VPN basics, Wi‑Fi

Exposure to Fortinet products such as FortiGate, FortiAP, and FortiClient (e.g., user VPN setup, reading basic logs, understanding security policies) is essential

Working knowledge of Windows Server (Active Directory, file/print services, basic GPO concepts)

Experience with ticketing systems and remote support tools

Strong customer service, communication, and documentation skills

In-depth knowledge of Veeam Backup & Replication is required.

Solid understanding of VoIP systems, including 3CX, NetSapiens, Asterisk, and Avaya.

Nice to Have

Certifications: CompTIA A+ or Network+, Fortinet NSE 1–3, ITIL Foundation

Experience with Azure AD/Entra ID, Intune/MDM, and basic scripting (PowerShell)

M365 admin exposure (Exchange/Teams/SharePoint) or Google Workspace admin

Experience in an MSP or multi-client environment

Work Conditions

Entry to Mid-level role; full-time

Onsite

Standard business hours with rotating after-hours/on-call for priority incidents

What We Offer

Growth path toward Systems/Network Administration or Field Engineering

Support for certifications (including Fortinet NSE track and Microsoft) and ongoing training

Collaborative team and clear processes/SOPs

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