Service Desk Technician

About the role

ARC Business Solutions Inc. is looking for a Service Desk Technician to join its Calgary team. The role is onsite and focuses on delivering high‑quality technical support to a dedicated client across multiple industries.

Key responsibilities

• Respond to client support requests via phone, email, ticketing system, and in‑person.
• Provide remote and onsite troubleshooting for Windows and macOS workstations, peripheral devices, and basic server infrastructure.
• Administer Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive) and manage user onboarding/offboarding, MFA, and password/access controls.
• Diagnose and resolve Wi‑Fi, VPN, remote‑access, and network connectivity issues.
• Document solutions in the knowledge base and maintain accurate ticket updates for billing and operational tracking.
• Follow and improve standard operating procedures while collaborating with internal technical teams.

Required profile

• 3+ years of experience in IT support, help‑desk, or MSP environments.
• Strong customer‑service orientation with the ability to support executive and high‑profile users.
• Excellent problem‑solving skills and attention to detail.
• Ability to work independently, prioritize tasks, and remain professional under pressure.

Required skills

• Windows desktop and macOS operating systems.
• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive).
• Active Directory / Entra ID.
• Windows Server basics.
• Wi‑Fi, VPN, remote‑access tools.
• Networking and endpoint device support.
• Remote support tools and ticketing systems.