Nature of work

We are seeking a proactive IT Helpdesk Technician to support CityWest’s internal users, endpoints, and Microsoft 365 environment. This role focuses on helpdesk support, desktop management, software deployment, device onboarding, and reliable support processes across multiple locations.

This role requires a systems thinker who can manage day-to-day support needs while also identifying patterns, improving processes, and contributing to the ongoing maturity of CityWest’s corporate IT services.

Principal Responsibilities

• Provide first-line support for internal users through the helpdesk system, phone, email, and Microsoft Teams.
• Identify recurring issues, support trends, and process gaps, and recommend improvements that reduce repeat incidents, improve user experience, and strengthen IT service delivery.
• Log, prioritize, resolve, and escalate incidents and service requests while maintaining clear user communication.
• Contribute to the evolution of CityWest’s corporate IT services by supporting standardization, automation, documentation, endpoint lifecycle management, and improved support workflows.
• Support Windows, macOS, iOS, Android, printers, peripherals, VPN, Wi-Fi, LAN, and remote access issues.
• Administer Microsoft 365 services, including accounts, licensing, email, Teams, OneDrive, SharePoint, groups, and shared mailboxes.
• Manage endpoint onboarding, compliance, and desktop standards using Intune, Autopilot, Entra ID, security baselines, and dynamic device groups.
• Deploy and maintain approved applications through Company Portal, Intune, Patch My PC, and related software deployment tools.
• Support employee onboarding, offboarding, laptop preparation, hardware refreshes, equipment recovery, and Autopilot readiness.
• Maintain and improve support documentation, knowledge base articles, deployment procedures, and known fixes to increase consistency, reduce rework, and support scalable IT operations.
• Document procedures, known fixes, deployment steps, and recurring issues to improve support consistency.
• Other duties as required.

This position requires working on-site in Prince Rupert or Campbell River.

Required Education

• Secondary School Diploma.
• Post-secondary diploma or certificate in Information Technology, Computer Science, Networking, or a related field is preferred.

Experience and Qualifications

• 2+ years of experience in IT helpdesk, desktop support, or endpoint support.
• Working knowledge of Windows 10/11, macOS, Microsoft 365, Teams, Outlook, OneDrive, and SharePoint.
• Experience with Intune, Autopilot, Entra ID/Azure AD, endpoint provisioning, software deployment, and patch management is preferred.
• Basic networking knowledge, including IP addressing, DNS, DHCP, VPN, Wi-Fi, and LAN troubleshooting.
• Strong communication, problem-solving, organization, and customer service skills.
• Demonstrated ability to think beyond individual tickets by recognizing patterns, understanding downstream impacts, and contributing to practical service improvements.
• Comfortable balancing urgent day-to-day support work with longer-term improvements to tools, processes, standards, and user experience.
• Relevant certifications such as Microsoft Fundamentals, Microsoft Endpoint Administrator, CompTIA A+, Network+, or ITIL are considered an asset.

To apply for the position, submit a resumeand cover letter to the attention of Human Resources at recruitment@cwct.ca. We thank all applicants in advance for their interest, but we will only be contacting short-listed candidates for interviews.

Pay: $65,000.00-$70,000.00 per year

Benefits:

• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Vision care
• Wellness program

Application question(s):

• Are you legally permitted to work in Canada?
• Are you willing and able to relocate to Prince Rupert or Campbell River?
• Do you have experience working with Windows 10/11, macOS, Microsoft 365, Teams, Outlook, OneDrive, and SharePoint?

Experience:

• IT Help Desk : 2 years (preferred)

Work Location: In person