IT Support Specialist

IT Support Specialist

Calgary, AB

About the Role

We’re seeking an IT Support Specialist to join our Calgary office. This hands-on in-office role provides both front-line technology support and general office services assistance, helping ensure the smooth day-to-day operation of our growing workspace. This role also ensures that technology is available and optimized for all supported users, including executives.

This role reports to LodgeLink’s Global IT Support team leader and works closely with local office leadership and external IT service providers as required. This is an in-office role based in Calgary, AB, with standard business hours and occasional flexibility to support onboarding or office needs.

Responsibilities:

• Provide first-level IT support to employees in person and virtually, using strong analytical and troubleshooting skills to resolve Apple, Microsoft, software, network, and collaboration tool issues.
• Function as the on-site liaison between employees and LodgeLink’s global IT team or local IT partner.
• Own deployment and lifecycle management of IT assets, including workstations, monitors, peripherals, procurement recommendations, inventory controls, refresh planning, warranty tracking, and disposal processes.
• Assist with setup, testing, and support of meeting room technology, including Teams Rooms and A/V equipment.
• Support onboarding and offboarding processes, including preparing laptops, setting up or disabling user accounts, collecting equipment, and ensuring access and asset procedures are followed.
• Manage user provisioning, deprovisioning, access reviews, role-based permissions, and security controls in accordance with company policies.
• Administer and maintain Microsoft 365 user accounts, licensing, security groups, shared mailboxes, distribution lists, and access permissions.
• Provide first-level product support for LodgeLink’s SaaS platform by helping internal users troubleshoot access, workflow, data, and user experience issues, while clearly documenting and escalating defects, configuration questions, or enhancement opportunities to the appropriate product, engineering, or support teams.
• Support implementation and monitoring of cybersecurity controls, including MFA, endpoint protection, device compliance, and security awareness initiatives.
• Help coordinate facilities and maintenance requests.
• Create and maintain technical documentation, knowledge base articles, support procedures, and user guides to improve operational efficiency and knowledge sharing.
• Track and report on support metrics, recurring issues, and service trends, providing recommendations to improve user experience and reduce incidents.
• Lead or participate in local technology projects, including office expansions, hardware upgrades, collaboration technology enhancements, and process improvement initiatives.

Qualifications:

• Computer Science Degree or diploma with demonstrated experience
• 5+ years in an IT support or similar role.
• Strong technical aptitude with demonstrated experience supporting Apple and Microsoft environments, including Microsoft 365, Microsoft Teams, Outlook and SharePoint.
• Experience supporting SaaS or web-based business applications, including user access, workflow issues, configuration questions, and basic data troubleshooting.
• Knowledge and experience of software support workflows, such as ticket intake, prioritization, escalation, defect tracking, and release/change awareness.
• The ability to build strong relationships and trust with all levels of the organization, including executives.
• Experience supporting mixed-device environments, including Apple and Windows devices.
• Strong analytical and troubleshooting skills, with the ability to diagnose issues systematically and resolve them efficiently.
• Experience supporting end-user hardware, peripherals, and collaboration technology.
• Excellent communication and problem-solving skills; able to explain technical issues in simple, practical terms.
• Reliable, organized, and proactive, with a customer service mindset.
• Ability to work both independently and collaboratively in a team environment.

About LodgeLink

LodgeLink, a Black Diamond Group company headquartered in Calgary, Alberta, Canada is more than just a digital marketplace and ecosystem for crew travel; we’re a caring tech company on a mission to transform workforce travel. Our digital platform is the key to unlocking seamless solutions for finding, booking, and managing crew travel and accommodation needs. Powered by a growing network of hotel and lodge partners, we address the unique challenges of crew travel, applying technology to streamline the entire process from booking to management, payments, and cost reporting. At LodgeLink, we're not just saving our customers time and money; we're changing the future of workforce (crew) travel - for the better.

United by our vision to be THE ecosystem for workforce travel, our values reflect our commitment to collaboration, agility, dependability, inventiveness, and audacity. As a diverse and inclusive team, we come together, sharing ideas, building disruptive technology, and tackling complex problems. Our relentless pursuit to deliver value and superior customer experiences is inspired by a collective passion to ‘Create A Better Way’ for all.

At LodgeLink, we're seeking exceptional team players with an entrepreneurial spirit to contribute to our rapid growth. If you crave a career, not just a job, we could be the perfect fit.

LodgeLink Total Rewards | Caring for our team is a priority, and we’re pleased to provide these benefits:

• Building a diverse and inclusive team, supporting career growth and development.
• Competitive base salaries.
• Share Appreciation Rights program for salaried employees.
• Paid vacation days and sick days.
• An employee charitable donation program.
• Hotel and travel discounts.

• Comprehensive benefits package including extended health, vision, dental, Health Spending Account, TeleDoc, Employee Assistance Program, Life, Long-term Disability, AD&D, and Critical Illness Insurance.
• Located in beautiful Eau Claire in downtown Calgary, within a 5-minute walk to Prince’s Island Park

• Company-hosted events, and a game room.

• • Ability to join our Social Club and join colleagues for fun events such as golf, bowling, curling, stampede events and more.
  • Free access to the Aspen Properties Fitness Centers, Golf Simulator & Lounge

LodgeLink is a Black Diamond Group company. Learn more: www.lodgelink.com

Black Diamond Group is a publicly traded company with 20 years of experience in modular space and workforce solutions, and operations across Canada, the United States, and Australia. Learn more: www.blackdiamondgroup.com

We are an Equal Opportunity Employer

Black Diamond Group is committed to diversity, equal opportunity and ensuring that our employees can thrive in an inclusive environment. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, national origin, age, disability, or any other legally protected factors. Accommodation for applicants with disabilities is available upon request during the recruitment process.

Company: LodgeLink