Lead Technician — Managed IT & Cybersecurity

I.T. Done Right is a Calgary managed IT and cybersecurity provider working with trades, manufacturing and industrial clients across Alberta. Small team, managed agreements only, security-first. We are looking for an experienced technician to take the support desk.

*The role*

End user support is the baseline of the job and the volume is light. You own the ticket queue and you are the client’s first call. You run your own morning — alerts, overnight mail, backups and the queue reviewed and assigned each AM, a short status to the owner on anything down, blocked, or needing a decision. The rest of the day is support as it lands: account and mailbox work, printers and peripherals, driver and device troubleshooting, hardware installs and swaps, workstation imaging and deployment, and whatever a client walks into. Site visits are scheduled and you scope and stage them yourself.

With a light queue, the support work does not fill a day. The remainder of your time goes to security and automation, and that is the real substance of the position.

*Security*

Cybersecurity is the front of this business, not an add-on to the support desk. You will be working the layered stack across every client — endpoint detection and response, SOC alerts and incident response, email security and quarantine review, application allowlisting, security awareness training — and the maintenance that keeps clients defensible: compliance and vulnerability scanning, M365 and Entra hardening against our tenant baseline, BitLocker and encryption verification, backup restore testing, and reconciling users and devices across Syncro, M365 and on-prem AD so nothing is left live that should not be. When a security event comes in, you work it to containment and you document it to a standard that holds up in front of a client.

*Automation*

The other half is building the automations that remove the repetitive work — PowerShell and Graph, Power Automate, and agentic AI tooling applied to ticket handling, onboarding and offboarding, reporting and audit. We already run this internally and we are taking it to clients. Whoever takes this seat with a solid foundation grows into that delivery work.

*What you bring*

Strong tier 1 and tier 2 across Microsoft 365 and Entra, Windows Server and Active Directory, Hyper-V, and workstation imaging and deployment. Hands-on comfort with hardware — drivers, firmware, installs and diagnostics. Real networking depth: VLANs, switching, wireless, PoE and VoIP handsets, and enough firewall experience to work a site network without supervision. Security fundamentals you can apply rather than recite. Three or more years in an MSP or multi-client environment and the judgement that comes with it — when to escalate, when a symptom clearing is not a fix, and how to tell a client something they do not want to hear.

You will also need to write. We document tickets as the work happens, in point form, detailed enough that the next person can pick up mid-job and know what has already been ruled out. Nobody will be chasing you for time entries or notes.

*Practical requirements*

* Living in Calgary and legally entitled to work in Canada
* Class 5 licence and your own reliable vehicle for site visits — mileage reimbursed
* In office. This is not a remote or hybrid position
* Clear criminal record check; some client sites run their own screening

*To apply*

Send a resume and a few lines on your MSP background, plus one ticket or project you documented well enough that someone else finished it without calling you.

Pay: $60,000.00-$75,000.00 per year

Benefits:
* Mileage reimbursement
* Paid time off

Work Location: In person