Tier 1 Support Specialist

Location: Delta, British Columbia

Are you interested in working in an environment of continuous learning and improvement, and being part of a dedicated, agile, Information Technology team? We are seeking a Tier 1 Support Specialist to work at our head office in Delta, BC, to provide on-site and remote desktop support for all locations, with a positive attitude towards teamwork and takes pride in providing outstanding high quality support. In this dynamic, fast-paced environment, your duties will involve end user support for computers, desktops, notebooks, phones, various applications and platforms including our ERP system. You will be first line support and create, triage, and troubleshoot tickets, problems and advise on the appropriate action.

Qualifications and Specifications

  • Ideal candidate must be able to juggle tasks and work closely in all aspects of IT support around the office and plant
  • First tier support for Microsoft client systems, including file, print, exchange, basic networking, etc. and most electronic office equipment, including fax machines, photocopiers, telephone/cellular phone systems, wireless devices/handhelds
  • Respond to requests for technical assistance in person, or via phone, in a friendly, professional manner
  • Troubleshoot, diagnose and resolve technical hardware and software issues
  • Log and categorize all help desk requests in our Dell KACE ticket system on a timely and accurate basis
  • Track and route problems and requests and document resolutions
  • Identify and escalate situations requiring urgent or more senior attention
  • Assist in maintaining accurate IT Hardware and Software Inventory and internal Service Level Agreements (SLA)
  • Make suggestions on acquisitions of systems, software, policies / procedures pertaining to help desk / client infrastructure
  • Must be willing to do general IT administrative tasks such as sorting, organizating, archiving files, backup tapes, documentation, assisting in data/file/network cleanup efforts
  • Ensuring accurate Active Directory user information/maintenance and user setup/termination procedures.
  • Quality attention to details.
  • Other related duties as assigned.
  • Early morning shift (5:30am to 2:00pm) to support the morning shift, plant, and east coast branch offices
  • There is infrequent transit nearby so a car is recommended but not mandatory to get to our offices


  • Dependable, organized, ability to prioritize and multi-task
  • Strong customer service / people skills and carries a positive team attitude
  • Excellent written and verbal communication skills (good command of the English language)
  • Attention to detail and a high degree of accuracy
  • Adaptable, able to work under stress, reliable, strong work ethic, trustworthy and IT security conscious
  • Good computer/typing skills, MS Office applications (Outlook, Word, Excel)
  • Willing to do various IT administrative tasks (documentation, inventory, asset tagging)
  • Use of document management software and MS SharePoint an asset
  • Desire to learn with strong analytical, problem solving /troubleshooting skills
  • Good internet / research / web-based application skills, and troubleshoot/work independently
  • Strong Microsoft Windows 7/8 and MAC troubleshooting skills
  • Knowledge of and experience with Active Directory and Exchange 2010
  • Good IT hardware and smartphone knowledge
  • Knowledge of Dell KACE and MS SQL database query ability a definite asset 


  • A+ Certified
  • MCP Certified


  • 1 - 2 years of relevant experience working as a Help Desk Support Technician (preferably in a manufacturing environment)

How To Apply

Interested candidates are invited to submit a resume with cover letter to the Director of Human Resources at:

by Fax: 604-952-6638
or Email