Job Description:
Latest job information from RedARX Cyber Group for the position of Desktop Support Technician. If the Desktop Support Technician vacancy in Edmonton matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.
Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at RedARX Cyber Group for the position of Desktop Support Technician below matches your qualifications.
Job Description
Position: Tier 1 / Desktop Support Technician
Department: Technical Support
Reports To: IT Support Manager
Location: Edmonton AB
Role SummaryThe 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).
Key ResponsibilitiesClient Support & Troubleshooting- Provide first-level support for hardware, software, network, and application issues.
- Troubleshoot Windows and macOS problems including login issues, performance, printers, security tools, and connectivity.
- Assist with Microsoft 365 accounts, Outlook issues, MFA/Entra ID, Teams, and device enrollments.
- Perform password resets, account unlocks, and basic admin tasks.
Ticket Management- Receive, triage, and resolve tickets through Halo/PSA tools following SLA and priority guidelines.
- Document all work thoroughly with clear, accurate, and readable notes.
- Ensure all communication with clients is professional and timely.
- Escalate complex issues to Tier 2/3 with complete technical notes and initial troubleshooting steps.
Device Deployment & Maintenance- Set up, deploy, and configure new workstations using MSP procedures and automation tools.
- Install and maintain core cybersecurity tools (Bitdefender, ThreatLocker, Blackpoint, backups).
- Perform routine maintenance: updates, patches, health checks, and reboots.
- Assist with asset intake, tagging, tracking, and documentation.
MSP Tools & Automation- Use required tools daily:
- HaloPSA (Ticketing, Assets, Time Tracking)
- RMM Tools (Syncro/ConnectWise RMM or equivalent)
- Microsoft 365 Admin centers
- Remote support tools
- Follow automation, scripts, and SOPs consistently.
Security & Compliance- Follow Zero Trust principles and Redarx Cyber's internal governance policies.
- Report anomalies, security concerns, phishing attempts, or unusual activity.
- Assist clients in following proper security practices.
Customer Experience- Deliver a friendly, calm, patient, and solution-focused experience.
- Communicate technical solutions in plain language clients understand.
- Uphold Redarx's 6-star service standards, making clients feel valued and supported.
Skills & QualificationsTechnical Competencies- Basic understanding of Windows 10/11 and macOS troubleshooting.
- Knowledge of Microsoft 365, Outlook, Teams, and OneDrive.
- Familiarity with basic networking concepts (IP addressing, DNS, Wi-Fi troubleshooting).
- Experience with remote support tools and ticketing systems.
- Understanding of cybersecurity fundamentals.
Soft Skills- Clear communication skills (written and verbal).
- Ability to stay organized and manage multiple tickets.
- Strong problem-solving mindset.
- Reliable, punctual, and able to follow direction/SOPs.
- Professional and customer-focused attitude.
Education & Experience- 1-2 years IT support experience preferred (but not required).
- IT certificates are an asset: CompTIA A+, Windows Desktop, MS-900, AZ-104 (optional).
Job Info:
- Company: RedARX Cyber Group
- Position: Desktop Support Technician
- Work Location: Edmonton
- Country: CA
How to Submit an Application:
After reading and understanding the criteria and minimum qualification requirements explained in the job information Desktop Support Technician at the office Edmonton above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.
Next Page ยป