User Support Technician (NOC 22221)

Whitehorsechamber; Whitehorse; On-site; CAD 50,000 - 65,000; Full time

Job summary

A regional technology support firm in Whitehorse is seeking a User Support Technician. This role requires strong technical knowledge and problem-solving abilities to assist end-users with hardware and software issues. Responsibilities include troubleshooting, documenting solutions, and providing training to users. Candidates should have experience in computer programming or network administration and the ability to communicate effectively with users. An excellent opportunity for those with a passion for technology and user support.

Qualifications

• Experience troubleshooting computer hardware and applications.
• Hands-on experience building PC hardware and maintaining IT infrastructure.
• Certification may be required by some employers.

Responsibilities

• Provide first-line technical assistance to end-users.
• Troubleshoot and resolve technical problems efficiently.
• Document solutions and assist in training junior staff.

Skills

Customer service orientation

Problem-solving

Effective communication

Technical troubleshooting

Education

Experience or training in computer programming or network administration

Tools

Windows-based servers

PC hardware

Android and iOS mobile operating systems

Job description

Location: 170 Titanium Way #101b, Whitehorse, YT, Y1A 0G1

NOC: 22221

We are seeking a dedicated and knowledgeable User Support Technician to provide first-line technical assistance to end-users experiencing issues with computer hardware, applications, and communication software. This role involves troubleshooting and resolving technical problems, providing guidance and training to users, and contributing to the maintenance and enhancement of business systems and networks.

As a User Support Technician, you will be part of a dynamic team, supporting various platforms including Windows-based servers, mobile devices (iOS, Android), and business applications. You will work closely with users to identify issues, document solutions, and contribute to continuous improvement in the organization's technology support processes.

This position is ideal for individuals who are customer-oriented, possess strong technical knowledge, and enjoy solving complex problems. If you are passionate about technology and providing exceptional user support, we would love to hear from you.

Responsibilities:

1. Communicate effectively with users via electronic channels and in person to understand, diagnose, and document technical issues.
2. Research solutions using user guides, technical manuals, and other resources to resolve hardware, software, and communication issues.
3. Reproduce, diagnose, and troubleshoot problems, providing solutions to restore functionality for users.
4. Provide personalized advice, training, and support to users, helping them navigate and resolve common technical issues.
5. Support business systems, network connectivity, and internet access to ensure smooth operations.
6. Maintain a comprehensive log of reported issues, resolutions, and solutions for reference by support team members.
7. Contribute to the redesign of applications, software, and systems based on user feedback and identified issues.
8. Assist in supervising and training junior technical support staff as needed.

Qualifications:

1. Experience or training in computer programming, network administration, or related fields is essential.
2. Certification or specialized training from software vendors may be required by some employers.
3. Hands-on experience building PC hardware and troubleshooting hardware issues.
4. Solid experience with Windows-based servers, networks, and IT infrastructure maintenance.
5. Familiarity with mobile operating systems such as Android and iOS.
6. Excellent communication skills with a friendly, customer-oriented approach.
7. Strong problem-solving skills with attention to detail and efficiency.
8. Ability to work independently and as part of a team, managing tasks safely and organized.
9. Clear criminal background check, acceptable driving record, and valid driver’s license are required.
10. Must be authorized to work in Canada and reside in Yukon.