Service Desk Technician

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Date: 16 Mar 2026

Location: Ottawa, ON, CA

Company: Calian

Position Overview

As an IS Service Desk Technician Tier 1, you will be the first point of contact for end-users seeking technical assistance. Your primary responsibility is to provide excellent customer service by resolving IS-related issues promptly and efficiently. You’ll work closely with other IS team members to ensure smooth operations and user satisfaction.

This is a hybrid position with 3 office days.

Responsibilities

  • User Support:
    • Provide one-on-one end-user support and problem resolution via telephone, email, and other communication channels.
    • Diagnose and troubleshoot hardware, software, and network-related issues.
    • Assist users with login problems, password resets, and account management.
  • Hardware and Software Maintenance:
    • Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
    • Install, configure, troubleshoot and update software applications on user devices.
    • Ensure proper functioning of workstations, laptops, and mobile devices.
  • Network and Connectivity:
    • Resolve minor network issues (e.g., LAN access) and escalate complex network problems to higher tiers.
    • Assist users with connectivity issues, including Wi-Fi and VPN setup.
  • Documentation and Knowledge Base:
    • Maintain accurate records of user requests, incidents, and resolutions.
    • Contribute to the knowledge base by documenting common issues and solutions.
  • Customer Service:
    • Communicate effectively with end-users, demonstrating patience and empathy.
    • Manage user expectations and provide timely updates on issue resolution.
  • Security Awareness:
    • Educate users on security best practices, including password hygiene, phishing awareness and cyber awareness training.
    • Report any security incidents promptly to higher tiers.
  • Collaboration:
    • Collaborate with other IS teams to escalate complex issues and ensure timely resolution.
    • Participate in team meetings and contribute to process improvements.
  • Ability to travel, work evenings & weekends
  • Ability to participate in after-hours on-call support

Perform other duties as assigned

Qualifications

•Education: Associate degree or equivalent experience in information technology or related field

•Experience: Relevant work experience in a help desk or technical support role.

•Certifications: Industry certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

•Skills:

Strong problem-solving abilities.

Excellent communication skills.

Familiarity with Windows and macOS operating systems.

Basic knowledge of networking concepts.

User-focused mindset.

 

We welcome applications from candidates at early stages of their IT careers, including recent graduates, career switchers, and those returning to the workforce. If you meet some — but not all — of the qualifications below, we encourage you to apply.




Compensation

$55,000 - $68,000

Vacancy
We have 1 available position



We have 1 available position



Job Title: Service Desk Analyst

Requisition Number: 2288

Date: March 12, 2026

Location: Ottawa, ON

Remote: No

Business Unit: Corporate

Department: Information Systems & Information Technology

Job Type: Full-time

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