Junior IT Helpdesk Support Technician

Title: Junior IT Support Technician
Reports to: Manager of IT
Schedule: 8:30am to 4:30pm, Wednesday to Sunday (75 hours bi-weekly)
Pacifica Housing has been providing safe and affordable homes for almost 35 years. We are a rapidly growing organization dedicated to meeting the housing and support needs of our community. As such, we are committed to building our fast-growing team with a culture that supports our people and reinforces our core values of authenticity, leadership, respect, and social justice.
Reporting to the Manager of Information Technology and Systems, the Junior IT Support Technician is responsible for:
Serving as the first point of contact for day to day IT support across Pacifica Housing
Supporting user onboarding and off boarding, basic troubleshooting, and hardware setup across Pacifica’s network of offices and housing sites
As Pacifica continues to grow and expand its regional footprint, this position supports organizational stability by responding to day to day technical needs, assisting with onboarding and offboarding, and maintaining the readiness of IT equipment and systems across offices and housing sites.
The Junior IT Support Technician works collaboratively within a tiered IT support model, contributing to timely service delivery while escalating more complex issues as appropriate.
Tier 1 Technical Support:
Serve as the first point of contact for day-to-day IT support requests submitted through Pacifica’s helpdesk system (Zendesk)
Supporting staff with common Microsoft 365 application issues (e.g., Configuring and deploying end user devices including laptops, phones, and peripherals
Delivering onsite and remote support to Pacifica Housing locations, primarily in Victoria and occasionally in Nanaimo
Identifying and escalating recurring or complex technical issues to senior IT staff or the Manager of Information Technology and Systems
User Account Management and Onboarding/Off-boarding Processes:
Assisting with new user setup including account provisioning, Microsoft 365 licensing, and multi-factor authentication (MFA)
Participating in the off boarding process by disabling user accounts, retrieving equipment, and resetting devices for redeployment
Asset Management and Equipment Readiness:
Maintaining up to date inventory records for IT hardware and peripheral equipment
Ensuring operational status of shared equipment such as networked printers and meeting room technology
Monitoring IT supply levels and informing the Manager of upcoming needs (e.g., Access Control and Security Systems:
Assisting with administration of Pacifica’s keyless entry systems (Salto and Kantech), including user access changes and basic troubleshooting under supervision
Programming access fobs and updating permissions as directed by the Manager of Information Technology and Systems
Contributing to Documentation and IT Team Collaboration:
Maintaining internal IT documentation and contributing updates to the Pacifica IT Knowledge Base
Participating in regular IT team meetings and project check-ins
Supporting the continuous improvement of service delivery by documenting frequently reported issues and identifying opportunities for improvement

High school diploma or GED

• 1-2 years of experience in an IT support, helpdesk, or technical services environment (or equivalent combination of education and training)
• Familiarity with Microsoft 365, Windows 10/11, and basic networking principles
• Experience using a helpdesk or ticketing system such as Zendesk is an asset

Strong communication skills and a customer service mindset
Demonstrated alignment with Pacifica’s core values of care, inclusion, accountability, and community impact
Completion of a Criminal Record Check with Vulnerable Sector clearance
Willingness to work flexible hours and occasionally travel between sites
Competitive salary from a Certified Living Wage Employer
Three (3) weeks vacation entitlements plus significant wellness time
Excellent benefits package for full-time employees (includes extended health and dental, life insurance, and more)
Employee assistance program
Organization and individual training opportunities
Social committee that includes robust team building and staff social events
Dog friendly offices
Pacifica Housing advises all employees, contractors and volunteers of the risk of violence, injury and harm that is present in the execution of their duties. Pacifica Housing is committed to providing a safe and risk-free work place, however, we acknowledge the inherent risk in social housing and direct support work while in homes and in other support relationships.
Pacifica celebrates diversity and what makes you uniquely you. We welcome the unique contributions that you can bring in terms of your culture, ethnicity, race, sexual orientation, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, and diversability.