Help Desk Agent

Job Description

TechNova Solutions is hiring Help Desk Agents for our IT support desk in Vancouver, providing first-line technical assistance to corporate clients across North America. You will log and triage support tickets, resolve common hardware and software issues, and ensure users get back to work quickly with minimal disruption. You will support around three thousand end users across client offices in three time zones.\n\nThis role is an ideal launchpad into IT careers, with paid training, certification sponsorship (CompTIA, ITIL), and clear progression into systems administration, network support and IT management roles. Join a collaborative team where your technical curiosity will be nurtured and rewarded. Shift differentials and on-call allowances add meaningfully to base earnings. You will rotate through client accounts each quarter to broaden your technical exposure.

Responsibilities

Provide first-line IT support via phone, chat and ticketing system\nLog, categorise and prioritise support tickets accurately\nResolve common issues involving passwords, printers, email and VPN access\nEscalate complex problems to second-line engineers with clear documentation\nFollow up with users to confirm issues are fully resolved\nContribute to the internal knowledge base with solution articles

Requirements

High school diploma; IT diploma or certifications preferred\n0-2 years of help-desk or IT support experience\nFamiliarity with Windows, macOS, Office 365 and basic networking\nExcellent communication skills with a customer-first mindset\nAbility to explain technical concepts in plain language\nEligibility to work in Canada

Skills

IT troubleshooting, Ticketing systems, Windows and macOS, Office 365, Active Directory basics, VPN support, Customer communication, Documentation, Prioritisation, Remote-support tools

Benefits

Monthly salary of $3,000 – $4,200 plus overtime\nCompTIA and ITIL certification sponsorship\nExtended health and dental benefits\nHybrid working arrangements\nClear pathway into systems and network roles