IT Helpdesk Technician

Position Summary

The Help Desk Technician is an essential member of the Seabird Island Band (Sqewqel), providing first-line technical support to all departments and entities within the organization. Reporting to the IT Supervisor, this role is responsible for managing incoming IT support requests, performing initial troubleshooting, and ensuring that issues are resolved or properly escalated. The Help Desk Technician plays a critical role in maintaining the technology that supports the Band's operations, ensuring that services are delivered in a culturally respectful and responsive manner.

This position requires a commitment to ongoing learning, respect for Stó:lō culture, and the ability to work collaboratively to meet the needs of the organization.

Sq'éwqel (Seabird Island Band) is located 1 kilometer from Agassiz, BC on the beautiful Fraser River, 120 km east of Vancouver. We are dedicated to fostering a vibrant and resilient community. Our work spans a diverse range of services including housing, education, health, wellness, early childhood development, community infrastructure, and cultural vitalization. By joining our team, you will be part of an organization that values First Nations knowledge, promotes self-advocacy, and strives to create a holistic and culturally safe environment for all community members.

Seabird Island located 1 kilometer from Agassiz, BC on the beautiful Fraser River, 120 km east of Vancouver.

Benefits vary by job type, apply after a successful probationary period and are confirmed in the interview and hiring process.

• Extended health and dental benefits,
• Accrued vacation and sick time,
• Pension plan with matching employer contributions,
• Access to internal training programs, professional development, and skill enhancement
• Collaboration with an interdisciplinary team
• Equitable hourly rates
• Casual dress code

• First point of contact for IT Support requests.
• Follow-up with staff and communicate resolution progress.
• Stay current with technology and support best practices.
• Ensure all interactions are respectful and culturally safe.

• Review, prioritize, and manage support tickets.
• Make initial contract with the staff member to gather additional information needed or schedule a time to resolve the issue.
• Document ticket troubleshooting activities and resolutions. (Including but not limited to, date of contact)
• Maintain accurate records and close tickets upon resolution.
• Escalate unresolved tickets to the next level of support personnel when necessary.
• Follow up on open tickets to ensure timely resolution and maintain communication with staff regarding their ticket status.
• Liaise with other departments as needed to ensure that tickets are handled efficiently and effectively, with a focus on solutions that meet the operational needs of the Band.

• Manage IT inventory and asset records. (Ensuring that the ticketing system is being used to log said records.)
• Conduct regular inventory audits.
• Collaborate with departments to resolve issues efficiently.

• Additional responsibilities as needed to support the community and uphold our shared values.
• Other duties or responsibilities as assigned by your Manager, Director, Chief Administrative Officer, or Chief & Council.

• High School or GED required.
• Some post-secondary education in IT or related fields is an asset, with an emphasis on learning that includes Indigenous perspectives and values.

• Professional or personal experience with hardware and/or software troubleshooting, with an understanding of the unique IT needs of Indigenous organizations.
• Exceptional customer service skills rooted in respect and cultural humility.
• Good understanding of computer systems, mobile devices, and other tech products, with a willingness to learn and adapt to organization-specific technologies.
• Ability to diagnose and resolve basic technical issues, considering the cultural context of the users.
• Basic networking knowledge, including understanding IP addressing, DHCP, and DNS.
• Experience with remote support tools, particularly Splashtop, in an organizational setting.
• Time management skills to effectively prioritize tasks in a fast-paced environment.
• Familiarity with Deskpro or similar IT service management (ITSM) or help desk software, with an emphasis on tools that support organizational efficiency.

• Proficient…