IT Support Specialist - September 2026 (8 month term)

Dale Matheson Carr-Hilton LaBonte L • Vancouver, BC

1d • Onsite

About The Position

The IT Support Specialist is responsible for providing technical assistance to staff across Vancouver, Surrey, Port Coquitlam, and Victoria. This 8-month co-op, starting September 2026, involves responding to user requests, initial troubleshooting of issues, and configuring and deploying laptops and other devices. The role offers an opportunity to learn from experienced IT professionals and gain valuable skills in a Windows environment. This role reports directly to the IT Systems Manager and is an on-site role. The Information Technology team ensures systems and applications run smoothly, evolving DMCL’s tech infrastructure and integrating technology for cutting-edge client services.

Requirements

• Excellent communication skills and the ability to convey technical information clearly to non-technical users.
• Proven problem-solving ability to address user queries effectively.
• Exceptional customer service skills with a focus on delivering high-quality support to end-users, ensuring their satisfaction and efficient issue resolution.
• Experience maintaining accurate records in a ticketing system and updating user-facing documentation to improve support efficiency.
• Strong knowledge of Windows operating systems, Microsoft 365 suite, and familiarity with Lenovo laptops or similar devices.
• Flexibility to adapt to various user needs and technological environments, assisting users with diverse levels of technical understanding.
• Strong attention to detail in ticket handling, ensuring thoroughness in issue resolution and documentation.
• Ability to collaborate effectively within a team environment, seeking guidance or escalating issues as needed to ensure timely resolution for users.

Responsibilities

• Respond promptly to user inquiries via phone, email, chat, or in person, providing technical assistance and support for incoming queries or issues related to hardware or software.
• Effectively triage incoming tickets, diagnosing, troubleshooting, and resolving user-reported problems while adhering to defined service level agreements (SLAs).
• Maintain and update user-facing documentation, including FAQs, troubleshooting guides, and knowledge base articles, ensuring accuracy and comprehensiveness to facilitate user self-service.
• Utilize and update the helpdesk ticketing system to log, track, and monitor incidents or service requests, ensuring accurate records of actions taken and solutions provided.
• Diagnose and resolve hardware, software, and application issues, providing guidance on software functionality and assisting with installations, configurations, and updates.
• Offer remote support using appropriate tools to troubleshoot and resolve user issues efficiently, ensuring minimal disruption to their workflow.
• Provide user training and guidance on basic IT functionalities, encouraging best practices to optimize system performance and user experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed