Job Description

ARC Business Solutions Inc. is an established and customer-oriented information technology solution provider with proven abilities to incorporate strategy, creativity and technical aspects into business solutions. ARC operates out of 4 regions in Canada–Edmonton, Calgary, Toronto and Regina and in the US - and services a broad base of private and public sector clients. Service delivery is focused in five main technology solution verticals: Systems Delivery, Enterprise Information Management, Mobile Solutions, Training and Managed Services; with industry expertise in Energy, Utilities, Government, Financial Services and the Public Sector.

ARC Business Solutions Inc. is currently seeking a Service Desk Technician for a full time role in Calgary, AB. On site work is required.

ROLE: Service Desk Technician

Key Responsibilities:
Day-to-day responsibilities may include, but are not limited to:

Respond to and resolve client support requests via phone, email, ticketing system, and in-person

Provide remote and onsite technical support to clients across multiple industries. Your primary goal will be on-site servicing one specific client

Support and troubleshoot Windows and macOS workstations, peripheral devices, and basic server infrastructure

Administer and support Microsoft 365 environments (Exchange Online, Teams, SharePoint, OneDrive)

Perform user onboarding/offboarding, account administration, MFA setup, and password/access management

Experience with Wi-Fi, VPN, Remote Access, and network connectivity troubleshooting

Create and maintain accurate documentation in our knowledge base

Follow established standard operating procedures while contributing to process improvement initiatives

Accurately document work performed, ticket updates, and time entries for operational tracking and billing purposes

Follow and contribute to the improvement of standard operating procedures

Work collaboratively with team members to solve complex problems

Stay current with technological trends and develop new technical skills

Assist with basic technical projects, workstation deployments, Microsoft 365 changes, and operational improvement initiatives as assigned

Core Skills & Expectations:

Exceptional customer service and communication skills with the ability to provide white-glove support to executive and high-profile users

Strong troubleshooting and problem-solving abilities across Windows, Microsoft 365, and hybrid IT environments

Ability to work independently, manage priorities effectively, and maintain professionalism under pressure

Strong attention to detail, documentation practices, discretion, and collaboration with internal technical teams and stakeholders

Role-Specific Skills & Experience

3+ years of experience in IT support, help desk, or MSP or multi-client environment

Strong knowledge of Windows desktop and Windows Server environments

Experience supporting Microsoft 365, Active Directory/Entra ID, networking, endpoint devices, and remote support tools

Experience with Microsoft 365 administration and troubleshooting

Understanding of Active Directory and Azure AD

Experience with Wi-Fi, VPN, Remote access, and network connectivity troubleshooting

Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)

Familiarity with remote support tools and ticketing systems

Hardware troubleshooting skills for desktops, laptops, printers, and mobile devices

Internal Contribution & Collaboration

Supports cross-functional teams and internal stakeholders

Contributes positively to ARC’s culture and internal initiatives

Shares knowledge and supports continuous improvement

Stakeholder Relationships

Works closely with internal team members and leadership

Maintains positive, respectful, and professional working relationships

Initiative & Continuous Improvement

Identifies opportunities to improve internal processes

Demonstrates initiative and problem-solving within the role

Adapts to changing business needs

Working Conditions

Standard office environment – 100% on-site

7.5 hr workday – Monday through Friday – standard business hours

Overtime and on-call duties as required

Ability to lift and move equipment up to 50 pounds occasionally.

Performance & Review Alignment
This role will be evaluated annually as part of ARC’s formal review process, aligned with the company’s fiscal year and strategic objectives.

We thank all applicants for their interest; however only candidates considered for interviews will be contacted. We will be conducting interviews immediately. TO BE CONSIDERED - Please forward your resume clearly displaying reference number RB:SD in the subject line to hr@arcbus.com. For more information on ARC, please visit our website at www.arcbus.com.

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ARC Business Solutions

Open Positions

Service Desk Technician