Help Desk Technician

About Us

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada.

Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 550 team members, and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.

Position Overview

This is a great opportunity for a driven IT professional to work at one of Microserve’s client locations in Vancouver. As a Helpdesk Technician with Microserve, you will have the opportunity to work with a range of technologies across the client’s IT environment.

You will work closely with members of the Microserve team at the client’s Vancouver location in supporting end users’ use of their IT infrastructure and applications by phone, Microsoft Teams, TeamViewer, and when necessary and possible, in person.

Based on your experience, drive, and skills, you will have the opportunity to learn Systems Administration, network and firewall monitoring and management, backup and disaster recovery procedures, and support for the Application and Web Development.

You will also be compensated for afterhours support upon completion of rotation.

The successful candidate will be a self-starter who can work well on their own and within a team, are detail oriented, and love working with people.

You must have superior listening and communication skills, be a problem solver, and have a continuous passion for learning about new technologies.

Responsibilities :

Provide support via phone, email and in person to assist people with their use of Information Technology. This includes client supplied and personal desktop and laptop hardware, software, operating systems and system administration

Provide IT operations support for physical and virtual servers, virtualized infrastructure, network switches, firewalls and other computer equipment

Provide IT business and application support services for projects and special requests

Assist in creation, documentation, and ongoing development of process documentation for the onsite Microserve team

Perform scheduled, proactive maintenance for support equipment including desktop, server and network equipment (including scheduled after-hours maintenance)

Participate in periodic IT infrastructure projects such as desktop / laptop refreshes requiring across province travel every four years, replacement of server and storage infrastructure in two different data centers, and network switch and firewall replacements province wide

Provide after-hours Help Desk support via supplied smartphone and laptop on rotation (approximately once every six weeks M-F 5pm to 8pm, weekends and holidays 9am to 5pm)

Provide service and project coordination for resource planning and completion of deliverables for onsite and offsite clients.

Continuous learning and advancement of technical skills as required to best support your client, including self-study, lab time, and pursuit of relevant certifications

Contribute to Microserve’s ability to deliver the best possible service to our client and help us consistently exceed their expectations

Requirements :

Minimum 2 years of experience providing IT Helpdesk services for Windows based desktops, Windows and / or VMware based servers, and network devices

Microsoft certification or working experience with Windows Server, Windows 10, Exchange and SQL Server

Microsoft certification or working experience with Active Directory

Microsoft certification or working experience with Office 2016 and / or Office 365

A+ certification or working experience with computer assembly, repair, and configuration

Network+ certification or working experience with network switches and firewalls (HPE / Aruba / CheckPoint) would be an asset

Experience with Linux operating systems and Apple hardware and operating systems are desirable

Exceptional customer service, and professional written, verbal, and presentation communication skills. Due to the nature of the client’s business, clearly spoken and written English is a requirement.

Must have a valid driver's license

Compensation and Benefits :

In accordance with the BC Pay Transparency Act the range for this role for BC residents is $21 - $27 per hour

Paid vacations

Additional 5 personal days

Paid sick days

Extended Medical and Dental plan from day one

At Microserve, we gather compensation benchmarking data across BC & Canada for our roles and use that data to build a salary range for our current team and future talent.

Your exact salary is determined based on a combination of your relevant experience, skill, competencies, and internal pay equity.

If you feel like this role is your dream job and have questions about compensation and benefits, please get in touch with us as we are always happy to discuss further.

At Microserve we believe that compensation conversations should always be ongoing.