Desktop Support Technician

Job Description

<p>Job Description**</p><p><b>Position:</b> Tier 1 / Desktop Support Technician</p><p> <b>Department:</b> Technical Support</p><p> <b>Reports To:</b> IT Support Manager</p><p> <b>Location: Edmonton AB</b></p><b>Role Summary</b><p>The Tier 1 / Desktop Support Technician is the first point of contact for client support requests. This role is responsible for delivering fast, accurate, and friendly technical assistance across Windows, macOS, Microsoft 365, and standard MSP toolsets. The technician ensures issues are properly triaged, documented, escalated, and resolved following Redarx Cyber Group’s service standards and security frameworks (CIS / NIST).</p><p><br></p><b>Key Responsibilities</b><p><br></p><b>Client Support & Troubleshooting</b><ul><li>Provide first-level support for hardware, software, network, and application issues.</li><li>Troubleshoot Windows and macOS problems including login issues, performance, printers, security tools, and connectivity.</li><li>Assist with Microsoft 365 accounts, Outlook issues, MFA/Entra ID, Teams, and device enrollments.</li><li>Perform password resets, account unlocks, and basic admin tasks.</li></ul><b>Ticket Management</b><ul><li>Receive, triage, and resolve tickets through Halo/PSA tools following SLA and priority guidelines.</li><li>Document all work thoroughly with clear, accurate, and readable notes.</li><li>Ensure all communication with clients is professional and timely.</li><li>Escalate complex issues to Tier 2/3 with complete technical notes and initial troubleshooting steps.</li></ul><b>Device Deployment & Maintenance</b><ul><li>Set up, deploy, and configure new workstations using MSP procedures and automation tools.</li><li>Install and maintain core cybersecurity tools (Bitdefender, ThreatLocker, Blackpoint, backups).</li><li>Perform routine maintenance: updates, patches, health checks, and reboots.</li><li>Assist with asset intake, tagging, tracking, and documentation.</li></ul><b>MSP Tools & Automation</b><ul><li>Use required tools daily:</li><li>HaloPSA (Ticketing, Assets, Time Tracking)</li><li>RMM Tools (Syncro/ConnectWise RMM or equivalent)</li><li>Microsoft 365 Admin centers</li><li>Remote support tools</li><li>Follow automation, scripts, and SOPs consistently.</li></ul><b>Security & Compliance</b><ul><li>Follow Zero Trust principles and Redarx Cyber’s internal governance policies.</li><li>Report anomalies, security concerns, phishing attempts, or unusual activity.</li><li>Assist clients in following proper security practices.</li></ul><b>Customer Experience</b><ul><li>Deliver a friendly, calm, patient, and solution-focused experience.</li><li>Communicate technical solutions in plain language clients understand.</li><li>Uphold Redarx’s 6-star service standards, making clients feel valued and supported.</li></ul><li><br></li><b>Skills & Qualifications</b><b>Technical Competencies</b><ul><li>Basic understanding of Windows 10/11 and macOS troubleshooting.</li><li>Knowledge of Microsoft 365, Outlook, Teams, and OneDrive.</li><li>Familiarity with basic networking concepts (IP addressing, DNS, Wi-Fi troubleshooting).</li><li>Experience with remote support tools and ticketing systems.</li><li>Understanding of cybersecurity fundamentals.</li></ul><b>Soft Skills</b><ul><li>Clear communication skills (written and verbal).</li><li>Ability to stay organized and manage multiple tickets.</li><li>Strong problem-solving mindset.</li><li>Reliable, punctual, and able to follow direction/SOPs.</li><li>Professional and customer-focused attitude.</li></ul><b>Education & Experience</b><ul><li>1–2 years IT support experience preferred (but not required).</li><li>IT certificates are an asset: CompTIA A+, Windows Desktop, MS-900, AZ-104 (optional).</li></ul><p><br></p>