About This Role
We are seeking a Technical Support Analyst to join our technical team at Lumen IT, a Calgary managed IT services provider. This is an opportunity to work with modern technology while supporting businesses across Calgary and the surrounding areas.
As a Technical Support Analyst, you will provide Tier 1 and Tier 2 technical support, working alongside senior team members to resolve client issues and learn advanced technologies. This is primarily an in-office position based in downtown Calgary, with some flexibility for remote work. You'll handle day-to-day technical support requests while building your skills in cloud infrastructure, security systems, and client service.
What You'll Do
Daily Technical Support (60% of your time)
- Respond to client support requests via phone, email, and ticketing system
- Troubleshoot common issues with Windows, macOS, Microsoft 365, and mobile devices
- Reset passwords, manage user accounts, and handle access requests
- Diagnose hardware, software, and basic network connectivity issues
- Document solutions and update our knowledge base
- Escalate complex issues to senior team members when needed
System Maintenance & Monitoring (25% of your time)
- Assist with regular system health checks and preventive maintenance
- Monitor client systems using RMM tools and respond to alerts
- Help manage user accounts and permissions in Active Directory and Azure AD
- Support device deployments using MDM tools (with guidance from senior staff)
- Perform routine updates and patch management tasks
Learning & Project Support (15% of your time)
- Assist senior technicians with client projects (migrations, deployments, implementations)
- Shadow and learn from experienced team members on complex issues
- Participate in team training sessions and professional development
- Help with vendor coordination and basic project tasks
- Contribute to process improvements and team initiatives
What This Role Is NOT
To set clear expectations, you will NOT be:
- Leading projects or managing vendors independently (you'll assist senior staff)
- Conducting vulnerability assessments or implementing Zero Trust security (you'll support these initiatives)
- Managing VoIP migrations or phone number porting alone (you'll help senior technicians)
- The primary escalation point for complex issues (you'll escalate to senior team members)
A Day in the Life
8:30am - 9:00am: Arrive at downtown office, grab coffee, check overnight monitoring alerts and urgent tickets from the queue. Review any escalations from on-call tech.
9:00am - 12:00pm: Handle incoming support requests through our ticketing system, phone, and Microsoft Teams. Recent examples include:
- User can't access shared network drive → investigated permissions in Active Directory, found expired group membership, resolved in 15 minutes
- "My Outlook keeps asking for my password" → cleared cached credentials, reset app password, tested on mobile device
- New employee starting Monday → created user accounts, assigned Microsoft 365 licenses, prepared laptop with standard software
- "Computer is running really slow" → remote into machine, checked for malware, cleared temp files, found Chrome had 47 tabs open, educated user
- Printer not working at client site → walked through driver reinstallation over phone, scheduled in-person visit to check network cable
12:00pm - 1:00pm: Lunch break with team (we usually grab something together or play games in the break room)
1:00pm - 3:00pm: Continue ticket queue work. Also blocked off time to assist senior tech with client project - helped migrate 50 user mailboxes to new Exchange Online tenant, learned about mailbox delegation and distribution groups.
3:00pm - 4:00pm: Attended weekly team knowledge-sharing session. Today's topic: New features in Microsoft Intune autopilot. Took notes, asked questions about conditional access policies.
4:00pm - 5:00pm: Wrapped up remaining tickets, documented solutions in knowledge base, updated ticket notes for tomorrow's follow-ups. Checked in with manager about progress on learning goals.
Typical Ticket Volume: 15-25 tickets per day, most resolved in 10-30 minutes, some require research or follow-up next day.
Common Support Scenarios
Here's what you'll actually be troubleshooting day-to-day:
Most Common (Daily)
- Password resets and account unlocks
- Email issues (can't send/receive, mailbox full, Outlook configuration)
- Microsoft 365 access and licensing issues
- VPN connection problems for remote users
- Printer setup and troubleshooting
- Software installation requests
- File permission and access issues
Regular (Weekly)
- New user onboarding (account creation, equipment setup)
- Hardware issues (laptop won't boot, monitor not working, peripherals)
- Mobile device setup (iPhone/Android email configuration, MDM enrollment)
- Network connectivity troubleshooting
- Software updates and patch issues
- Basic server health monitoring and alerting
Occasional (Monthly)
- Assisting with client migrations (email, file shares, applications)
- Supporting vendor software installations
- Helping with backup verification and restore tests
- Documenting processes and creating knowledge base articles
- Participating in client onboarding projects
What You'll Learn To Do (With Senior Support)
- Configure Group Policy objects
- Set up conditional access policies in Azure AD
- Deploy applications through Intune
- Troubleshoot VoIP phone issues
- Perform basic network switch configuration
- Implement multi-factor authentication for users
Tools & Technologies You'll Use
Core Platforms (Daily)
- Microsoft 365: Exchange Online, SharePoint, OneDrive, Teams - you'll become an expert
- Windows: Desktop (10/11) and Server (2016/2019/2022) environments
- Active Directory: User/group management, GPOs, security groups
- Azure AD: Cloud identity, conditional access, device management
Management Tools
- RMM Platform: Remote monitoring and management for client infrastructure
- Ticketing System: Professional PSA for tracking all support requests
- Remote Support: Tools like TeamViewer, ScreenConnect, or similar for remote assistance
- Documentation: Knowledge base system for solutions and procedures
Device Management
- Microsoft Intune: Windows device enrollment, app deployment, compliance policies
- MDM Solutions: For managing macOS, iOS, and Android devices
- Imaging/Deployment: Automated provisioning for new workstations
Additional Technologies
- Backup Systems: Veeam, Datto, or similar backup verification
- Network Equipment: Basic familiarity with switches, firewalls, and VPN appliances
- VoIP Systems: Microsoft Teams Phone, SIP trunks, desk phone configuration
- Security Tools: Microsoft Defender, endpoint protection, email filtering
Don't worry if you haven't used these exact tools - we'll train you on our specific stack. What matters is that you're comfortable with the concepts and eager to learn.
What We're Looking For
Required Qualifications
- Experience: 2+ years in technical support, IT operations, or related field
- Technical Foundation: Strong understanding of:
- Windows desktop and server environments
- Active Directory user and group management
- Microsoft 365 administration (Exchange Online, SharePoint, Teams)
- Basic networking concepts (TCP/IP, DNS, DHCP, VPNs)
- Hardware and software troubleshooting
- Remote support tools (e.g., TeamViewer, ScreenConnect)
- Platform Experience: Solid experience with at least ONE of the following ecosystems:
- Windows/Microsoft environment (Intune, Azure AD, Windows Server)
- Apple environment (macOS, iOS/iPadOS, MDM solutions)
- Linux systems (Ubuntu, CentOS, or similar)
- Basic Scripting: Familiarity with PowerShell or basic scripting for automation
Core Competencies
- Problem-Solving: Excellent analytical skills with the ability to think creatively under pressure
- Communication: Outstanding ability to explain complex technical concepts to non-technical stakeholders
- Customer Service: Genuine desire to help others succeed with a patient, professional demeanor
- Self-Management: Strong time management and organizational skills
- Mobility: Comfortable with occasional client site visits in Calgary area (1-2 times per month). Valid driver's license and reliable transportation preferred. Mileage reimbursed at CRA rates.
Nice to Have
- Industry certifications (CompTIA A+, Network+, Security+, or Microsoft certifications)
- Bachelor's degree or diploma in Computer Science, Information Technology, or related field
- Experience with cloud platforms (Azure or AWS)
- Knowledge of MDM solutions (Microsoft Intune, Jamf Pro, or similar)
- Familiarity with VoIP systems or Microsoft Teams Phone
- Experience with RMM platforms (ConnectWise, NinjaRMM, Datto, or similar)
- Basic scripting skills in PowerShell or Python
- Previous MSP (Managed Service Provider) experience
Interested in this role? Use the button below to submit your application.
Apply for This Position
What We Offer
Compensation & Benefits
- Salary: $45,000 - $58,000 base salary based on experience and qualifications
- Health Benefits: Full health, dental, and vision coverage starting after 90 days
- Time Off: Competitive vacation package to start, plus sick leave
- Statutory Holidays: All Alberta statutory holidays plus company closure between Christmas and New Year's
Additional Compensation
- Mileage Reimbursement: CRA rates for client site visits
- On-Call Compensation: Compensation when on rotation (approximately 1 week every 8-10 weeks) plus overtime pay for after-hours calls
- Work Phone: Company-provided phone if needed for work-related use
- Annual Reviews: Performance review and salary adjustment every 12 months based on performance
Professional Development
- Learning Time: Dedicated time for studying and skill development
- Certification Support: Support for relevant certifications
- Growth Opportunities: Clear path for advancement within the company
Work Environment
- Work Location: 4 days in-office (Monday-Thursday), 1 day remote (Friday). Flexibility for remote work during illness or personal circumstances. Office is located in downtown Calgary with easy LRT access.
- Parking: Company covers parking costs only when required for onsite client visits
- On-Call: Rotating after-hours on-call rotation (approximately 1 week every 8-10 weeks). You'll receive on-call compensation plus overtime pay for any actual calls. Typically no more than 2-3 calls per on-call week. Senior team members handle critical escalations.
- Equipment: Company-provided laptop, monitor, and tools for remote and office work
- Probationary Period: 3 months
Team & Growth Path
- Your Team: Join our technical support team working alongside senior technicians and reporting to the IT Services Manager
- Typical Workload: Support multiple business clients, handling 15-25 tickets daily
- Response SLAs: Most tickets resolved same-day or next business day (no unrealistic pressure)
- Growth Path: Clear progression to Senior Technical Support Analyst role (typical timeline: 2-3 years with demonstrated skill growth)
How to Apply
Apply using the button above or below. When submitting your application, please include:
- Resume: Highlight your technical support experience and relevant technologies
- Cover Letter: Tell us why you're interested in this role and what you hope to learn. We want to know what motivates you and what your career goals are
- Technical Experience: Be specific about the platforms you've supported (Windows, Microsoft 365, Active Directory, etc.)
We review applications on a rolling basis and will contact qualified candidates to proceed with the hiring process.
Questions? Email careers@lumenit.ca before applying if you want to discuss the role.
Hiring Timeline
- Position Posted: January 14, 2026
- Application Deadline: Applications accepted on a rolling basis until June 30, 2026
- Ideal Start Date: Flexible—we'd prefer February or March 2026, but we're willing to work with the right candidate's timeline
- Number of Positions: We're hiring 1 Technical Support Analyst for this role
We understand you may need to provide notice to your current employer, and we're happy to accommodate reasonable start date requests for the right candidate.
Lumen IT is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified candidates and will accommodate disabilities in accordance with the Alberta Human Rights Act. If you require accommodation during the application or interview process, please contact us at careers@lumenit.ca.
