IT Support Specialist; Co-op term

About The Role

The IT Support Specialist is responsible for the technical assistance to our staff across Vancouver, Surrey, Port Coquitlam, and Victoria. This 8-month co‑op, starting September 2026, is responsible for responding to user requests, initial troubleshooting of issues, and configuring and deploying laptops and other devices. There is also the opportunity to learn from our experienced IT professionals and gain valuable skills and experience in a Windows environment.

This role reports directly to the IT Systems Manager and is an on‑site role.

• First‑Line Support:
  Respond promptly to user inquiries via phone, email, chat, or in person, providing technical assistance and support for incoming queries or issues related to hardware or software.
• Ticket Triage and Resolution:
  Effectively triage incoming tickets, diagnosing, troubleshooting, and resolving user‑reported problems while adhering to defined service level agreements (SLAs).
• Documentation Maintenance:
  Maintain and update user‑facing documentation, including FAQs, troubleshooting guides, and knowledge base articles, ensuring accuracy and comprehensiveness to facilitate user self‑service.
• Ticketing System Management:
  Utilize and update the helpdesk ticketing system to log, track, and monitor incidents or service requests, ensuring accurate records of actions taken and solutions provided.
• Hardware and Software Support:
  Diagnose and resolve hardware, software, and application issues, providing guidance on software functionality and assisting with installations, configurations, and updates.
• Remote Assistance:
  Offer remote support using appropriate tools to troubleshoot and resolve user issues efficiently, ensuring minimal disruption to their workflow.
• User Training and Guidance:
  Provide user training and guidance on basic IT functionalities, encouraging best practices to optimize system performance and user experience.

• Communication and Problem‑Solving
  
  Skills:
  
  Excellent communication skills and the ability to convey technical information clearly to non‑technical users. Proven problem‑solving ability to address user queries effectively.
• Customer Service Orientation:
  Exceptional customer service skills with a focus on delivering high‑quality support to end‑users, ensuring their satisfaction and efficient issue resolution.
• Documentation and Record‑keeping:
  Experience maintaining accurate records in a ticketing system and updating user‑facing documentation to improve support efficiency.
• Technical Proficiency:
  Strong knowledge of Windows operating systems, Microsoft 365 suite, and familiarity with Lenovo laptops or similar devices.

• Adaptability to User Needs:
  Flexibility to adapt to various user needs and technological environments, assisting users with diverse levels of technical understanding.
• Attention to Detail:
  Strong attention to detail in ticket handling, ensuring thoroughness in issue resolution and documentation.
• Team
  
  Collaboration:
  
  Ability to collaborate effectively within a team environment, seeking guidance or escalating issues as needed to ensure timely resolution for users.