Job Description

About This Role

Join Lumen IT as a Field Support Technician and become the hands-on technical expert our Calgary clients depend on. This is an excellent entry-level opportunity for someone passionate about technology who wants to build their career in IT support while making a direct impact on local businesses.

As a Field Support Technician, you'll work in a hybrid role - spending most of your time as our mobile problem-solver visiting client sites throughout Calgary, while also providing Tier 1 help desk support from our downtown office. This is not a remote position; you'll be working either at our company office or at client locations throughout each day. You'll be the face of our company, building strong client relationships through on-site visits while also supporting our help desk operations. This role emphasizes customer interaction, on-demand support, and relationship building alongside technical problem-solving.

About Lumen IT

Lumen IT provides managed IT services to small and medium businesses across Calgary. Our team handles complete IT infrastructure support from our downtown office. We focus on proactive maintenance and rapid on-site response, ensuring our clients can focus on growing their businesses while we handle their technology needs.

What You'll Do

On-Site Client Support (70% of role)

Complete 3-6 client visits per day within Calgary and surrounding areas (Airdrie, Cochrane, Okotoks, Chestermere) Provide professional, friendly technical support directly at client locations including office buildings, retail spaces, and construction sites Build and maintain strong relationships with client staff at all technical levels Serve as the face of Lumen IT, representing our commitment to excellent service Focus on customer interaction and relationship building during every visit Deliver on-demand support with a professional, solutions-oriented approach Occasional travel to other areas of Alberta may be required for special projects
Help Desk Support (30% of role)

Provide Tier 1 remote support via phone, email, and ticketing system Triage incoming requests and resolve or escalate appropriately Document all interactions in ticketing system with detailed notes Assist with password resets, account access, and basic troubleshooting Maintain professional communication with clients at all technical levels
Desktop & Mobile Device Management

Configure and deploy Windows 10/11 workstations and peripherals Set up and support Apple devices (MacBooks, iMacs, iPads, iPhones) Create user accounts in Active Directory, Microsoft 365, and Apple IDs for business Assist with basic Microsoft Intune enrollment for Windows devices Support Apple device enrollment through MDM solutions Install and configure printers, scanners, and network devices Set up and troubleshoot VoIP desk phones and headsets Configure softphones on computers and mobile devices Migrate user data between Windows and Mac systems Perform hardware upgrades and replacements
Technical Troubleshooting

Troubleshoot network connectivity issues using TCP/IP diagnostic tools Resolve hardware, software, and application problems on Windows, macOS, iOS, and Android devices Perform basic server maintenance and monitoring tasks Diagnose and fix printer, scanner, and peripheral issues Support common business apps across all platforms (Office, Teams, Outlook, etc.)
Documentation & Process

Document all service calls in PSA system with detailed resolution steps Maintain accurate inventory of client equipment and configurations Follow established procedures for security and data handling Escalate complex issues to senior technicians with proper documentation
Training & Support

Provide end-user training on Microsoft Office and business applications across Windows and Mac Help users transition between Windows and Mac environments Create video tutorials and training materials using tools like Loom for client education Educate clients on best practices for security and system usage on all platforms Answer questions and provide guidance on technology decisions Create simple user guides and documentation for multi-platform environments

What We're Looking For

Required Qualifications

Experience

: 1-2 years hands-on IT support experience (help desk, computer repair, or similar)

Technical Knowledge

: Working knowledge of: Windows 10/11 operating systems macOS basics iOS and iPadOS device setup and support Android device configuration and troubleshooting Microsoft Office suite and Microsoft 365 administration basics Basic understanding of Microsoft Intune for device enrollment Familiarity with Apple MDM concepts (device enrollment, app deployment) Basic TCP/IP networking concepts Hardware diagnostics and repair for PCs and Macs Printer/scanner configuration and troubleshooting Familiarity with point-of-sale (POS) systems (Square, Moneris, Clover, etc.) Network equipment setup (switches, access points, firewalls) VoIP phone systems basics: Desk phone setup and configuration Softphone installation and troubleshooting Basic understanding of SIP and VoIP concepts Voicemail setup and user training Cable management and structured cabling basics Remote support tools (TeamViewer, AnyDesk, ScreenConnect, LogMeIn, etc.) RMM platforms (ConnectWise, NinjaRMM, Datto RMM, or similar) Help desk ticketing systems and best practices
Essential Skills

Physical Requirements

: Ability to move computer equipment and work in varied environments including offices, retail spaces, and construction sites

Transportation

: Valid driver's license and reliable vehicle (mileage reimbursement provided)

Communication

: Professional communication with both technical and non-technical users

Problem-Solving

: Logical approach to troubleshooting technical issues

Customer Service

: Patience and professionalism when working with frustrated users

Time Management

: Ability to manage multiple client visits efficiently
Core Competencies

Adaptability

: Comfortable working in different client environments and adapting to various business workflows

Learning Mindset

: Eager to learn new technologies and expand technical knowledge

Professional Presence

: Represents the company well with appropriate appearance and demeanor

Initiative

: Proactive in identifying and addressing potential issues

Nice to Have

Certifications

: CompTIA A+ certification (we'll support you in getting this if you don't have it)

Additional Experience

: Previous MSP or help desk experience Customer service experience in technical or professional settings Network+ certification or equivalent networking knowledge

Technical Skills

: Basic understanding of DNS, DHCP, and advanced network troubleshooting Security camera and access control systems Hybrid meeting room technology setup (Teams Rooms, Zoom Rooms, conference room AV) Audio/video conference room setup and support VoIP system experience: Basic PBX understanding Microsoft Teams Phone System basics Simple call flow troubleshooting Phone system user administration Experience with various backup and recovery solutions (Time Machine, Windows Backup, cloud solutions) Basic understanding of virtualization concepts Knowledge of MDM platforms: Microsoft Intune for Windows device management Jamf Now, Mosyle, or similar for Apple device management Apple Business Manager basics Android Enterprise enrollment Experience supporting mixed Windows/Mac environments Familiarity with AI/LLM tools for productivity and automation is an asset Familiarity with cross-platform file sharing and collaboration tools

Compensation & Benefits

Salary & Benefits

Salary

: $45,000-$55,000 annually based on experience

Health Benefits

: Full health, dental, and vision coverage after 3-month probation period

Time Off

: 2 weeks vacation to start, plus sick leave
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

: Split between company office (downtown Calgary) and client sites - no remote work

Schedule

: Monday-Friday, 8:00 AM-5:00 PM with rotating after-hours on-call (1 week per month) - typically receives limited calls

Equipment

: Company-provided tools and equipment

Location

: Modern downtown Calgary office with easy transit access

Probationary Period

: 3 months
Perks & Culture

Team Events

: Regular team lunches, activities, and celebrations

Professional Growth

: Regular performance reviews and skill development

Project Involvement

: Opportunities to contribute to internal projects and initiatives

What Makes This Role Special

Real Impact

You'll see the direct results of your work as you help Calgary businesses solve their technology challenges and improve their operations.

Variety

Every day brings new environments, technologies, and challenges. You'll never be stuck at a desk doing the same tasks repeatedly.

Learning Opportunities

Work with a wide range of technologies across different industries, from healthcare clinics to law firms to manufacturing companies.

Personal Relationships

Build meaningful professional relationships with clients who will come to rely on your expertise and friendly service.

Career Foundation

Gain the hands-on experience and industry knowledge that forms the foundation for a successful IT career.

Our Ideal Candidate

You're someone who genuinely enjoys helping others solve problems and has a natural curiosity about how technology works. You're comfortable talking to people at all technical levels, from the CEO who "just wants it to work" to the power user who asks detailed technical questions.

You take pride in your work and understand that when someone's computer isn't working, it affects their entire day. You're patient with frustrated users, persistent in solving complex problems, and proactive about preventing issues before they occur.

Most importantly, you're excited about technology and eager to build your career in an industry that's constantly evolving and growing.

Why Join Lumen IT?

Supportive Team Environment

Work with experienced professionals who are committed to helping you succeed and grow in your career.

Local Calgary Focus

Serve businesses in your own community while building a professional network that will benefit your entire career.

Growth Opportunity

Join a growing company where your contributions are noticed, valued, and rewarded with advancement opportunities.

Work-Life Balance

Enjoy a standard Monday-Friday schedule with minimal on-call requirements and respect for your personal time.

Modern Approach

Work with current technologies and best practices while serving clients who value professional IT support.

Ready to Start Your IT Career?

If you're passionate about technology, enjoy helping others, and want to build a career with a growing Calgary IT company, we want to hear from you! Even if you don't meet every qualification listed, we encourage you to apply if you're enthusiastic about learning and committed to providing excellent service.

At Lumen IT, we believe in investing in people with the right attitude and work ethic. We'll provide the training, support, and opportunities you need to build a successful career in information technology.

Application Process

Ready to join our team? Here's what to expect:

Submit Your Application

: Send us your resume and a brief cover letter explaining why you're interested in this role

Initial Phone Interview

: 20-minute conversation about your background and interest in the position

Technical Assessment

: Practical problem-solving scenarios to assess your troubleshooting approach

In-Person Interview

: Meet the team and learn more about our culture and client environments

Reference Check

: We'll speak with your professional references

Welcome to the Team

: Start your new career with comprehensive onboarding and training
We typically complete this process within 1-2 weeks for qualified candidates and are looking to fill this position as soon as possible for the right person.

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.

Job Type: Full-time

Pay: $45,000.00-$55,000.00 per year

Benefits:

Casual dress Dental care Extended health care Life insurance On-site gym Paid time off Vision care
Work Location: In person