Service Desk Analyst

Located within the traditional unceded territory of the syilx people Westbank First Nation is a progressive and prosperous self-governing First Nation. The Okanagan Valley truly has it all including a great climate stunning scenery world-class ski resorts golf courses wineries and beaches.

Westbank First Nation values diversity and we are committed to creating a healthy strong and vibrant community through programs and services that promote physical mental emotional and spiritual well-being and healing. Come join our team and become part of an innovative and rewarding place to work.

This position is open only to WFN members and internal employees

POSITION SUMMARY
Reporting to the Information Technology Manager the Service Desk Analyst is the first point of contact for IT support within the organization. This role is responsible for logging diagnosing and resolving technical issues related to hardware software networks and user accounts. The analyst ensures timely and effective support for end-users escalating complex issues to Tier 2 or Tier 3 support as needed. This position plays a critical role in maintaining user satisfaction and operational continuity across departments.

EDUCATION/EXPERIENCE
A diploma or degree in Information Technology Computer Science or a related field from an accredited institution.
Completion of recognized industry certifications: Microsoft 365 Fundamentals CompTIA A CompTIA Network or ITIL 4 Foundation considered an asset
Experience with ticketing systems and remote support tools is considered an asset
Experience working and providing customer service or technical support in a local government or First Nation setting is an asset
Equivalent combination of education training and experience may be considered

REQUIREMENTS
Criminal Record Check with results acceptable to WFN
Valid Drivers License with acceptable drivers abstract and personal vehicle
Able to lift at least 50 lbs
Must be able to work during non-office hours
Maintains a high level of confidentiality and uses discretion on all matters relating to the affairs of Westbank First Nation

JOB DUTIES/RESPONSIBILTIES
Initial tier 1 contact for all IT service requests and incidents via phone email or ticketing system: potentially during non-office hours
Log and categorize service requests and incidents into ticketing system ensuring accurate prioritization
Provide first-line investigation and diagnosis using existing IT Documentation and standard operating procedures
Troubleshoot and resolve basic technical issues pertaining to hardware software and network connectivity
Escalate unresolved or complex issues to appropriate Tier 2 or Tier 3 supports
Keep users informed of progress on tickets or status of incidents
Input ticket resolution in ticketing system and close completed tickets
Create and contribute to IT documentation for repeatable procedures
Maintain and update hardware and software inventory records
Support onboarding and offboarding processes including User account hardware and software provisioning and deprovisioning
Maintain confidentiality and adhere to IT security protocols.
Assist users with password resets and basic account management tasks.
Provide basic support for A/V equipment used for meetings.
Provide basic support for smart phones and tablets including setup and troubleshooting.
Stay current with emerging technologies and best practices
Participate in professional development courses as required or when funding permits.
Participate in IT team meetings and contribute to continuous improvement initiatives
Performs all duties and responsibilities in accordance with Westbank First Nation policies standards and procedures and as assigned by the Information Technology Manager

KNOWLEDGE/SKILLS/ABILITIES
Knowledge of networking concepts and wired and wireless communication methods
Working knowledge of current Windows operating systems; knowledge of MacOS is an asset
Working knowledge of Microsoft 365 applications including Outlook Word Excel PowerPoint
Working knowledge of hardware devices: laptops desktops printers scanners smartphones and tablets
Basic knowledge of Microsoft 365 services including Multi-Factor Authentication (MFA) OneDrive Teams SharePoint Intune and Defender
Basic Knowledge of hybrid Microsoft environments including user account management in Active Directory/Entra
Basic knowledge of group policies Exchange email administration and SQL database connectivity
Ability to set up and configure smartphones and tablets is an asset; familiarity with Apple devices is an asset
Strong problem-solving and multi-tasking skills are required
Ability to set priorities meet deadlines and perform effectively in stressful situations
Ability to effectively work independently or collaborate as part of a team
Ability to communicate complex ideas clearly and effectively both in writing and verbally to a range of audiences including individuals without technical expertise.
Ability to adapt to evolving technologies and shifting operational landscapes.
Ability to learn new skills and eager for challenges
Ability to communicate respectfully and build positive relationships with IT team WFN employees Management vendors and others

The median salary range for this position is $61656

To learn more about Westbank First Nation please visit our website at .

All applications must be submitted through our Employment Opportunities page. Ensure you attach your cover letter and resume. Incomplete or late submissions will not be accepted.

This opportunity will close at midnight on Sunday January.18th 2026

While we recognize the value of diversity in the workplace and welcome applications from people of all backgrounds preference will be provided to qualified WFN Members & Indigenous applicants.

Westbank First Nation values diversity and we are committed to creating a healthy strong and vibrant community through programs and services that promote physical mental emotional and spiritual well-being and healing. Come join our team and become part of an innovative and rewarding place to work.

Required Experience:

IC

Key Skills
Editorial,Catering,B2C,Camp,Computer Engineering
Employment Type : Full-Time
Experience: years
Vacancy: 1