Job Description & How to Apply Below
About the role The IT Support Specialist is responsible for providing technical assistance to our staff across Vancouver, Surrey, Port Coquitlam, and Victoria. This 8‑month co‑op, starting September 2026, involves responding to user requests, initial troubleshooting of issues, and configuring and deploying laptops and other devices. The role offers the opportunity to learn from experienced IT professionals and gain valuable skills in a Windows environment.
It reports directly to the IT Systems Manager and is an on‑site role.
How you’ll make a difference First‑Line Support:
Respond promptly to user inquiries via phone, email, chat, or in person, providing technical assistance and support for hardware or software issues.
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.
Who you are 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.
Additional Requirements 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.
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