IT Helpdesk Technician (Remote)

The Help Desk Technician is an essential member of the Seabird Island Band (Sqewqel), providing first-line technical support to all departments and entities within the organization. Reporting to the IT Supervisor, this role is responsible for managing incoming IT support requests, performing initial troubleshooting, and ensuring that issues are resolved or properly escalated. The Help Desk Technician plays a critical role in maintaining the technology that supports the Band's operations, ensuring that services are delivered in a culturally respectful and responsive manner. We are dedicated to fostering a vibrant and resilient community. Our work spans a diverse range of services including housing, education, health, wellness, early childhood development, community infrastructure, and cultural vitalization. By joining our team, you will be part of an organization that values First Nations knowledge, promotes self-advocacy, and strives to create a holistic and culturally safe environment for all community members.

Extended health and dental benefits,
Accrued vacation and sick time,
Pension plan with matching employer contributions,
Access to internal training programs, professional development, and skill enhancement
Equitable hourly rates
Casual dress code

Technical Support

First point of contact for IT Support requests.
Stay current with technology and support best practices.
Ticketing & Administrative Support

Review, prioritize, and manage support tickets.
Make initial contract with the staff member to gather additional information needed or schedule a time to resolve the issue.
Escalate unresolved tickets to the next level of support personnel when necessary.
Inventory, Collaboration & Organizational Support

Manage IT inventory and asset records. (Conduct regular inventory audits.
Additional responsibilities as needed to support the community and uphold our shared values.
Other duties or responsibilities as assigned by your Manager, Director, Chief Administrative Officer, or Chief & Council.

Some post-secondary education in IT or related fields is an asset, with an emphasis on learning that includes Indigenous perspectives and values.
Professional or personal experience with hardware and/or software troubleshooting, with an understanding of the unique IT needs of Indigenous organizations.
Exceptional customer service skills rooted in respect and cultural humility.
Good understanding of computer systems, mobile devices, and other tech products, with a willingness to learn and adapt to organization-specific technologies.
Ability to diagnose and resolve basic technical issues, considering the cultural context of the users.
Basic networking knowledge, including understanding IP addressing, DHCP, and DNS.
Experience with remote support tools, particularly Splashtop, in an organizational setting.
Familiarity with Deskpro or similar IT service management (ITSM) or help desk software, with an emphasis on tools that support organizational efficiency.
Proficient computer skills with the Microsoft Office 365 Suite (Outlook, Word, Excel, PowerPoint, Teams).
Ability to adhere to Seabird Island Band Human Resources (HR), Finance, and Information Technology (IT) Policies and Procedures.
Knowledge, respect, and understanding of Stó:lō culture, traditions, and language, or willingness to learn.

Indigenous candidates are strongly encouraged to apply.
Lived experience as a member of a First Nations community.
Knowledge and understanding of Seabird Island’s culture, traditions, teachings, community dynamics.
Ability to respond quickly and professionally to community or colleague needs and inquiries.
Excellent writing, editing, and verbal communication skills.

Knowledge of social, economic, political, and historical realities impacting Indigenous communities.
Experience working within Indigenous communities.

Initial and ongoing employment is subject to submission of a clear Criminal Record Review Program Check to ensure the safety and trust of the communities we serve. Initial and ongoing commitment to the values and guidelines of Sq'éwqel (Seabird Island Band), including our policies, procedures, standards of practice, and laws, is essential. This commitment supports our collective work, the community, and the responsibilities of this role.
Must possess a valid class 5 driver's license and have access to safe and reliable transportation, insured for community-based use, to effectively travel between our facilities.

Reports to: IT Supervisor

We are committed to fostering diversity, equity, and inclusion. We recognize and value the unique perspectives, experiences, and contributions that Indigenous people bring to our team. We actively encourage applications from Indigenous people. Interested candidates are invited to submit their resume and a cover letter outlining their qualifications and experience, particularly in relation to IT Support. Employment is conditional upon completing pre-employment screening to ensure a safe and secure work environment in which students, staff, members, families, community, as well as resources, and assets are protected. All background checks, reference checks and criminal record checks are performed in accordance with Seabird Island Human Resources Policy Manual, protecting the integrity and confidentiality of information gathered during the evaluation.