IT Helpdesk Technician

About the role

The Help Desk Technician is an essential member of the Seabird Island Band (Sqewqel), providing first‑line technical support to all departments and entities. Reporting to the IT Supervisor, the role manages incoming IT support requests, performs initial troubleshooting, and ensures issues are resolved or escalated.

Key responsibilities

• Serve as the first point of contact for all IT support requests, follow up with staff, and communicate resolution progress.
• Review, prioritize, and manage support tickets; document troubleshooting steps, maintain accurate records, and close tickets upon resolution.
• Escalate unresolved issues to higher‑level support and liaise with other departments to ensure efficient handling.
• Manage IT inventory and asset records, conduct regular audits, and collaborate with departments to resolve technology issues.
• Perform additional duties as assigned to support the community and uphold organizational values.

Required profile

• High School diploma or GED required; post‑secondary education in IT or related fields is an asset, especially with Indigenous perspectives.
• Experience troubleshooting hardware and software, providing respectful customer service, basic networking knowledge (IP, DHCP, DNS), and using remote support tools such as Splashtop.

Required skills

• Proficiency with Microsoft Office 365 Suite (Outlook, Word, Excel, PowerPoint, Teams).
• Familiarity with Deskpro or similar IT service management/help‑desk software.
• Use of Splashtop remote support tool in an organizational setting.
• Basic networking concepts including IP addressing, DHCP, and DNS.

What we offer

• Extended health and dental benefits.
• Accrued vacation and sick time.
• Pension plan with matching employer contributions.
• Access to internal training programs and professional development.
• Equitable hourly rates and a casual dress code.