Deskside Support Specialist (Onsite Calgary)

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    "description": "<p><span style=\"font-weight: bold\">Deskside Support Specialist (Onsite – Calgary)</span></p>\n<p><span style=\"font-weight: bold\">Location:</span> Onsite – Calgary, Canada<br><span style=\"font-weight: bold\">Job Type:</span> Full Time / Contract (as applicable)<br><span style=\"font-weight: bold\">Work Hours:</span> Business hours with backup coverage as required</p>\n<p><span style=\"font-weight: bold\">About AIM</span></p>\n<p>AIM is a Canadian technology company that helps organizations modernize their systems through advanced API management, cloud engineering, cybersecurity solutions, and full-stack software development. We support enterprise clients across North America with secure, scalable, and high‑touch IT services.</p>\n<p>Our approach is hands‑on, service‑driven, and focused on operational excellence and end‑user experience.</p>\n<p><span style=\"font-weight: bold\">Position Overview</span></p>\n<p>The <span style=\"font-weight: bold\">Deskside Support Specialist</span> is a dedicated <span style=\"font-weight: bold\">onsite IT support resource based in Calgary</span>, responsible for delivering <span style=\"font-weight: bold\">white‑glove deskside and executive support</span> during business hours.</p>\n<p>This role serves as the <span style=\"font-weight: bold\">primary onsite escalation and support presence</span>, handling endpoint support, Microsoft administration, connectivity troubleshooting, and meeting room assistance, while coordinating closely with AIM’s senior remote IT and ITSM resources for escalated or specialized issues.</p>\n<p>This position is ideal for a customer‑focused support professional who thrives in onsite environments and understands the importance of responsiveness, professionalism, and reliability.</p>\n<p><span style=\"font-weight: bold\">Key Responsibilities</span></p>\n<ol>\n<li><span style=\"font-weight: bold\"> Onsite Deskside Support</span></li>\n</ol>\n<ul>\n<li>Provide dedicated <span style=\"font-weight: bold\">onsite deskside support</span> during business hours in Calgary</li>\n<li>Deliver <span style=\"font-weight: bold\">white‑glove support for executives and VIP users</span></li>\n<li>Act as the onsite point of contact for IT issues, incidents, and requests</li>\n<li>Ensure backup coverage and coordination during absences or high‑impact incidents</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Endpoint &amp; Device Support</span></li>\n</ol>\n<ul>\n<li>Provide deskside support for:\n<ul>\n<li><span style=\"font-weight: bold\">Windows</span></li>\n<li><span style=\"font-weight: bold\">macOS</span></li>\n<li><span style=\"font-weight: bold\">iOS</span></li>\n<li><span style=\"font-weight: bold\">Android</span></li>\n</ul>\n</li>\n<li>Perform hardware troubleshooting and diagnostics</li>\n<li>Handle device provisioning, setup, refresh, and decommissioning</li>\n<li>Support new‑user onboarding and device configuration</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Microsoft &amp; Identity Administration</span></li>\n</ol>\n<ul>\n<li>Support <span style=\"font-weight: bold\">Microsoft 365</span> applications and user administration</li>\n<li>Provide hands‑on assistance for:\n<ul>\n<li><span style=\"font-weight: bold\">Microsoft Intune</span></li>\n<li><span style=\"font-weight: bold\">Entra ID (Azure AD)</span></li>\n<li><span style=\"font-weight: bold\">Multi‑Factor Authentication (MFA)</span></li>\n<li>Password resets and access issues</li>\n</ul>\n</li>\n<li>Apply least‑privilege and identity best practices during user support</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Network, Connectivity &amp; Remote Access Support</span></li>\n</ol>\n<ul>\n<li>Troubleshoot:\n<ul>\n<li>Wi‑Fi connectivity issues</li>\n<li>VPN access</li>\n<li>Remote access tools</li>\n<li>Basic networking and endpoint connectivity problems</li>\n</ul>\n</li>\n<li>Escalate complex network or security issues to AIM’s remote IT teams as needed</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Meeting Room &amp; AV Support</span></li>\n</ol>\n<ul>\n<li>Provide onsite support for:\n<ul>\n<li>Boardroom and meeting room AV systems</li>\n<li>Video conferencing setups (Teams, Zoom, etc.)</li>\n<li>Audio, display, and presentation troubleshooting</li>\n</ul>\n</li>\n<li>Ensure meetings start on time with minimal disruption</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Incident Management &amp; Coordination</span></li>\n</ol>\n<ul>\n<li>Serve as an onsite escalation point for P2/P3 support incidents</li>\n<li>Coordinate with AIM’s senior remote resources for:\n<ul>\n<li>P1/P2 incidents</li>\n<li>Advanced infrastructure, cloud, or security issues</li>\n</ul>\n</li>\n<li>Ensure timely communication, user updates, and clean handoffs</li>\n</ul>\n<p><span style=\"font-weight: bold\">Required Skills &amp; Experience</span></p>\n<ul>\n<li>3+ years of experience in <span style=\"font-weight: bold\">Deskside Support or IT Support roles</span></li>\n<li>Strong hands‑on experience supporting Windows and macOS endpoints</li>\n<li>Experience with Microsoft 365, Intune, Entra ID, and MFA</li>\n<li>Familiarity with Wi‑Fi, VPN, and remote access troubleshooting</li>\n<li>Experience supporting executives and VIP users</li>\n<li>Strong troubleshooting, documentation, and communication skills</li>\n<li>Customer‑first mindset with excellent onsite professionalism</li>\n</ul>\n<p><span style=\"font-weight: bold\">Nice to Have</span></p>\n<ul>\n<li>ITIL or ITSM experience</li>\n<li>Experience working in enterprise or managed services environments</li>\n<li>Familiarity with ticketing systems (Jira Service Management, ServiceNow, ManageEngine)</li>\n<li>Basic knowledge of security or compliance standards (SOC 2, ISO 27001)</li>\n</ul>\n<p><span style=\"font-weight: bold\">Key Competencies</span></p>\n<ul>\n<li>White‑glove customer support</li>\n<li>Strong ownership and accountability</li>\n<li>Clear communication and escalation judgment</li>\n<li>Attention to detail and responsiveness</li>\n<li>Ability to work independently onsite while collaborating remotely</li>\n</ul>\n<p><span style=\"font-weight: bold\">Why AIM</span></p>\n<ul>\n<li>Direct impact through high‑visibility onsite support</li>\n<li>Opportunity to work with enterprise clients and executive users</li>\n<li>Strong backing from senior remote IT and ITSM teams</li>\n<li>Culture built on trust, accountability, and service excellence</li>\n</ul>",
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