Service Desk Technician

West Kelowna City; Kelowna; Hybrid; CAD 65,000 - 74,000; Full time

Benefits offered by this job

Vacation package

Benefits

Wellness incentives

Professional development

Job summary

West Kelowna City is seeking a Service Desk Technician to provide frontline IT support for staff, troubleshoot hardware and software issues, and assist with onboarding and system maintenance. The role operates at 35 hours per week with a full-time permanent status.

The position requires a 2-year diploma in Computer Science (or equivalent), MCA certification, and a good grasp of ITIL practices, hardware, software, and customer service.

Qualifications

• Two year diploma or certificate in Computer Science or equivalent; MCA certification or equivalent education/experience.
• Minimum 2 years of related work experience.
• Ability to obtain and maintain a Police Information Check.
• Valid Class 5 Driver's License (or equivalent).
• Good understanding of ITIL best practice framework.
• Strong understanding of computer hardware and software.
• Strong customer service skills.
• Excellent written and verbal communication.
• Problem solving ability.
• High attention to detail.
• Quick learner capable of adapting to new technologies.

Responsibilities

• Provide front-line technical support for employees and document incidents and service requests.
• Troubleshoot and resolve hardware and software issues including printer, POS, network, desktop, and office systems.
• Escalate complex issues to Tier 2 and assist with workstation setup and onboarding.
• Maintain knowledge bases, user manuals, and FAQs; assist with system maintenance.
• Adhere to Occupational Health and Safety procedures.

Education

Two year diploma or certificate in Computer Science

MCA certification

Job description

SERVICE DESK TECHNICIAN

West Kelowna is a thriving city that has a rural sophistication appeal and is a haven for outdoor recreation. Sun-soaked lakeshores, agricultural charm, and access to urban jobs and living have made West Kelowna the place to be. We maintain a deep connection with our agricultural roots, and we celebrate the one-of-a-kind character of our community.

What We Offer:

Improved vacation package, 3 weeks prorated in 1st year/4 weeks vacation at 2 years, competitive salaries, excellent benefits, numerous employee wellness incentives, an earned time off program and professional development opportunities. Build your future with a City who was proudly presented the BC Municipal Safety Association Organizational Safety Excellence Award for leadership, dedication, and diligence in creating a safer and healthier workplace.

Summarized Position Responsibilities:

The Service Desk Technician provides front-line technical support to employees by receiving, documenting, categorizing, and prioritizing incidents and service requests. The position troubleshoots and resolves a variety of hardware and software issues, including printer, point-of-sale (POS), network, desktop, and office system concerns, while providing guidance and instruction to users on technology functionality. The Technician escalates more complex issues to Tier 2 support as required and assists with workstation setup, user accounts, access permissions, and onboarding of new team members. Responsibilities also include maintaining third-party and in-house systems, desktop hardware and software, network and phone systems, knowledge bases, and FAQs; preparing technical documentation and user manuals; and performing duties in accordance with established Occupational Health and Safety procedures. Other related duties may be assigned as required.

Our Ideal Candidate:

• Two year diploma or certificate in Computer Science or equivalent, plus Microsoft Technology Associate (MCA) certification or an equivalent combination of education and experience
• A minimum of 2 years experience in a related position
• Ability to obtain and maintain a Police Information Check
• Valid Class 5 Driver's License (or equivalent)
• Good understanding of ITIL best practice framework
• Strong understanding of computer hardware and software
• Strong customer service skills
• Excellent communication skills – verbal and written
• Problem solving ability
• High attention to detail
• Quick learner – able to adapt to new technologies

Competition No. 26-43E | Opens August 24, 2026 | Closes September 14, 2026

Full Time – Permanent | 35 hrs/wk | $38.17/hr

Benefits | Municipal Pension Plan| 4 weeks vac at 2 years

Are you legally eligible to work in Canada? *

Do you currently have a valid Class 5 BC drivers license or equivalent? *

Do you have a diploma in Computer Science or equivalent? *

Do you have a Microsoft Technology Associate (MCA) Certification? *

How many years of experience do you have in a related position? *

Do you currently or have you ever worked in a municipal government? *

Where do you currently reside? *

Are you related to or know anyone working at the City of West Kelowna? *