IT Helpdesk Technician

Maxx Technologies; Burnaby; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading IT services provider in Metro Vancouver is seeking a Technical Support Specialist to be the first point of contact for support tickets. The role involves troubleshooting hardware and software issues, maintaining network integrity, and assisting new team members with technology onboarding. Ideal candidates will have experience in IT support and strong problem-solving skills.

Qualifications

• Experience in technical support and troubleshooting.
• Ability to log and update tickets accurately.
• Strong communication skills for informing users.

Responsibilities

• Act as the first point of contact for all technical support tickets.
• Log and update tickets into the ticketing system.
• Prioritize and troubleshoot issues using remote control software.
• Walk users through problem-solving processes when direct access is unavailable.
• Remediate workstations, software patches, and updates.
• Deploy technology equipment for new users.

Job description

Job Description

Job Description

• First point of contact for all technical support tickets
• Log and update tickets into the Ticketing system
• Prioritize and troubleshoot issues either in person or using remote control software
• Resolve hardware and software technical issues according to their priority
• Walk users through problem-solving processes when direct access is not available
• Remediate all workstations, software patches, updates, and upgrades
• Direct unresolved issues to the Ops Manager for escalation
• Deploy technology equipment for new users and set up hardware, including workstations, telephone and printers
• Assist with keeping build images and workstation deployment methods up to date
• Maintain inventory tracking and update the inventory logs of supplies, users, UP, service tags etc.
• Maintain project and network related documentation, and documentation on user processes, hardware, and software
• Maintain the integrity of the network / systems security and optimization of the network (LAN and WAN)
• Inform users of incident / service request status, new systems, procedures, and updates
• Identify and suggest possible improvements on procedures
• Conduct technology onboarding for new Team Members

Company Description

We are a trusted IT services provider based in British Columbia, proudly serving businesses across the Lower Mainland. We specialize in helping small and medium-sized businesses improve their operations through cost-effective technology solutions. From basic high-speed internet connections to fully managed IP networks, our solutions are designed to be practical, scalable, and tailored to each client's needs.

What makes us stand out is our flexible and full-service approach. Clients can count on us for everything from on-site cabling to remote network support, and even access to highly skilled technicians for short-term or long-term projects. Over the years, we’ve earned a strong reputation for delivering reliable, affordable, and effective technology solutions that make a real impact.

Company Description

We are a trusted IT services provider based in British Columbia, proudly serving businesses across the Lower Mainland. We specialize in helping small and medium-sized businesses improve their operations through cost-effective technology solutions. From basic high-speed internet connections to fully managed IP networks, our solutions are designed to be practical, scalable, and tailored to each client's needs.

What makes us stand out is our flexible and full-service approach. Clients can count on us for everything from on-site cabling to remote network support, and even access to highly skilled technicians for short-term or long-term projects. Over the years, we’ve earned a strong reputation for delivering reliable, affordable, and effective technology solutions that make a real impact.