Helpdesk Technician (IT Support)

Current Opening: Helpdesk Technician (IT Support)

Abbotsford, BC (in-office; not hybrid/remote) · Full-time · Available immediately · Competitive pay depending on experience · Must be able to drive; occasional onsite client visits required

Join Our Team

We’re hiring a Helpdesk Technician to join our in-office helpdesk team. This role is ideal for someone with strong IT fundamentals and excellent communication skills. You’ll start on the helpdesk handling Tier 1 calls and tickets, and as you grow, you’ll have a clear path to take on more advanced work and progress toward Tier 2 responsibilities.

Role Overview

As a helpdesk technician, you’ll be the first point of contact for many client issues. Success in this role depends as much on call handling and clear English communication as technical ability — clients should feel heard, supported, and confident in the next steps.

Major Responsibilities & Duties

• Answer inbound support calls with a professional, calm phone manner; gather details and set clear expectations
• Provide Tier 1 support for common issues (Windows, printers, email, accounts, connectivity, basic application issues)
• Troubleshoot Windows 10/11 desktop issues and common business software
• Support Microsoft 365 basics (Outlook, Teams, password resets, MFA, basic user/account tasks)
• Perform basic network troubleshooting using tools like ping, ipconfig, tracert, nslookup and an understanding of IP addressing
• Create clear, accurate ticket notes and communicate updates in plain English (phone + email)
• Follow internal protocols/SOPs and contribute to our internal documentation and knowledge base (repeatable fixes, how-to notes)
• Collaborate closely with the in-office team; escalate appropriately with strong troubleshooting notes
• Occasionally travel to client sites for onsite support (as needed)
• Occasionally assist with after-hours or weekend work for planned maintenance (not common)

Core Skills

• Strong verbal and written English communication (phone + email)
• Professional call handling and customer service mindset
• Strong Windows desktop troubleshooting fundamentals
• Networking fundamentals: IP addressing, connectivity troubleshooting, Wi-Fi basics
• Comfortable using basic troubleshooting tools: ping, ipconfig, tracert, nslookup
• Organized, reliable, and able to prioritize in a busy helpdesk environment
• Strong documentation habits (tickets, internal notes, knowledge base updates)

Experience & Education (Preferred)

• 1–2 years in an IT support/helpdesk role is ideal — but recent grads with strong hands-on skills and the right attitude are encouraged to apply
• Diploma/degree in IT (or equivalent hands-on experience)
• CompTIA A+ and/or Network+ preferred; other certifications a bonus (no programming/coding required for this role)

Requirements

• Valid driver’s license and ability to drive (occasional onsite client visits required)
• Reliable vehicle
• Able to pass a police background check

Compensation & Benefits

• Competitive pay, depending on experience
• Vehicle and smartphone allowance
• Comprehensive benefits package (medical and dental)
• Paid annual vacation
• Professional development and certification opportunities
• Clear growth path from Tier 1 → Tier 2

How to Apply

Email your resume to info@nexthop.ca with the subject line “Tier 1 Helpdesk Technician – Application”. A real person reads it — that’s kind of our thing.

Head Office: Unit 5 – 30465 Progressive Way, Abbotsford, BC, V2T 6W3