Service Desk Technician
Calian
Software Engineering
Remote
CAD 50k-55k / year + Equity
About Calian
At Calian, we help organizations overcome obstacles, manage risks, and drive progress. Since 1982, we’ve grown from a small consulting firm into a trusted global company across defence, space, health, nuclear energy, public safety, and government.
We create innovative solutions that tackle complex challenges and help organizations and communities stay resilient, informed, and connected. If you’re driven by purpose and energized by solving real-world challenges, we want you on our team.
Position Overview
We are looking for a Service Desk Technician L1 to join our IT team and provide Tier 1 technical support to internal users. In this role, you will serve as a primary point of contact for employees requiring technical assistance and will support a variety of hardware, software, and Microsoft 365-related issues in a fast-paced and collaborative environment.
This position is an excellent opportunity for someone who enjoys problem-solving, customer support, and continuous learning while building hands-on experience within a growing IT team.
Responsibilities
- Provide Tier 1 technical support to internal customers for hardware, software, and system-related issues
- Perform hardware and software configuration, support, and troubleshooting
- Provide support for Adobe, Autodesk, Chrome, and Microsoft Office 365 Suite including Outlook, Teams, and OneDrive
- Adhere to cybersecurity best practices in daily support activities
- Maintain a basic understanding of networking and cabling
- Support workstation lifecycle management including coordination with OEM support vendors
- Identify, research, and resolve technical issues of moderate complexity
- Take ownership of service requests and ensure satisfactory resolution
- Escalate issues internally and externally when required
- Coordinate with team members and departments to resolve technical problems
- Respond to telephone, email, and in-person support requests
- Document, track, and monitor open support cases
- Provide accurate and effective solutions to customer issues
- Maintain detailed documentation within an ITIL-based ticketing system
- Maintain hardware and software asset inventory information
- Identify opportunities for process improvements and workflow efficiencies
- Remain current with industry trends through formal and informal learning
- Ability to lift up to 40 lbs
- Ability to travel and work evenings or weekends as required
- Participate in after-hours on-call support rotation
Qualifications
- Post-secondary diploma in Information Technology or equivalent experience
- Minimum of two years of experience as an IT Technician or equivalent experience
- Experience working with an ITIL-based ticketing system
- Experience in a Windows Active Directory environment
- Experience with Microsoft Office Suite
- Experience with Microsoft Windows 10
- Experience with Microsoft Server Administration (2016 to 2019) is considered an asset
- Experience with Microsoft Office 365 is considered an asset
- Experience with VOIP phone systems is considered an asset
- Experience supporting smartphones including iPhone and Android devices is considered an asset
- Experience with Intel-based servers including HP ProLiant and Dell PowerEdge is considered an asset
Additional Requirements
- Ability to identify straightforward technical issues and apply standard procedures and processes to resolve them
- Ability to recognize when escalation is required and collaborate with senior team members
- Ability to work effectively in a fast-paced environment with competing priorities
Compensation
$50,000 – $55,000
Position Type
We have 1 full-time permanent position available.
#LI-RL1# #SF#
At Calian, we do not use Artificial Intelligence (AI) to screen or evaluate candidates. AI tools may support backend administrative tasks, but they do not influence hiring decisions. All evaluations and decisions are made by real people on our recruitment team and hiring managers. All applicants are reviewed and only those chosen for an interview will be contacted by our recruiting team.
How we hire
- Our hiring process is designed to help us get to know you and discover if you are the best fit for our team. It's also an opportunity for you to gauge if a role at Calian is the right fit for you.
Throughout the process, we’ll share details of the kind of work you’ll be doing, the projects you’ll be working on, the team you’ll be joining, and what it’s like working at Calian. Our biggest tip throughout the process is to just be your authentic self! - Our commitment to diverse, yet highly specialized solutions require many different skills and abilities. We look for the best talent that can contribute to Calian’s success as well as enhance our culture. We encourage you to apply to a role or join our talent community and sign up for job alerts that match your area of expertise and what you are looking for in your next opportunity.
During the recruiting process, you’re encouraged to notify us of any accommodations you may require. We’ll be happy to help.
- We give the same time and consideration to everyone who applies. Here are a few things you can do to ensure your application shines:
- Do your research on Calian, the department, and team you are looking to join
- Add a cover letter that explains why you are a good fit for this position
- Share a portfolio, personal websites, or links to your professional social media
- In your CV, highlight your key achievements - this is your time to brag
- Include dates! Share the timeline of your experience
- Stand out by tailoring your resume to each position you apply to
- Only apply to roles you’re genuinely interested in and that align to your experience
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- Be prepared! Do your research on Calian, the department, and team you are looking to join
- View the responsibilities for the role and find examples that demonstrate how you’ve completed these in your previous work experience
- Prepare a list of questions to ask us
- Dress business casual for your interview (virtual and in person)
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- We assess your skills and fit, you assess our fit for you
- We keep you updated and share expectations as we make progress in the recruiting cycle
- Feel free to reach out to your Talent Acquisition Specialist at any time during the hiring process
Perks and benefits
- Flexible work hours
- Robust company-paid benefits
- Generous time off package
- A balanced approach to work and life
- Stock purchase plan
- RRSP program*
- Work from home options