About Company
Northwestel is the leading telecommunications provider in Canada’s North, delivering a wide range of communication services including internet, television, phone, and cellular to residential and business customers across the Yukon, Northwest Territories, Nunavut, and Northern British Columbia. For over 100 years, we have been committed to connecting communities, fostering economic development, and enhancing the quality of life for Northern Canadians. We are a proud employer dedicated to innovation, customer service excellence, and creating a supportive work environment where our employees can thrive and make a real impact in connecting the North.
Job Description
Are you a tech-savvy individual passionate about problem-solving and eager to kickstart your career in the IT industry? Northwestel is seeking a motivated and enthusiastic Entry Level Help Desk Support Technician to join our dynamic team in Whitehorse, Yukon. This is an unparalleled opportunity for someone new to the field to gain valuable experience, develop their technical skills, and grow within a leading telecommunications company that connects communities across Northern Canada.
As our Help Desk Support Technician, you will be the crucial first point of contact for our internal employees, providing essential technical assistance and ensuring smooth daily operations across our various departments. You’ll play a vital role in diagnosing and resolving a wide range of hardware and software issues, guiding users through step-by-step solutions, and documenting all interactions for future reference and knowledge base development. This role is more than just troubleshooting; it’s about empowering our employees with the tools and support they need to deliver exceptional service to our customers throughout the North.
A typical day might involve assisting with password resets, configuring new user accounts, resolving printer malfunctions, troubleshooting network connectivity issues, or providing guidance on common application usage. You will learn to use various diagnostic tools and IT service management software, honing your technical acumen with every interaction. We understand that as an entry-level professional, you may not have all the answers, which is why we emphasize a supportive learning environment. You’ll receive comprehensive training on our systems, software, and company policies, alongside mentorship from experienced IT professionals who are committed to your growth. This position offers a fantastic foundation for a long-term career in IT, providing exposure to diverse technologies and operational challenges unique to our region.
If you’re looking for a challenging yet rewarding entry into IT, where your contributions make a tangible difference in supporting critical infrastructure and connecting Northern communities, and you possess a strong desire to learn and excel, we encourage you to apply! Join Northwestel and be a part of a team that is dedicated to innovation, service excellence, and fostering a collaborative work environment in the heart of the Yukon.
Key Responsibilities
- Provide first-level technical support and troubleshooting for internal employees via phone, email, and in-person.
- Diagnose and resolve common hardware and software issues, including operating system problems, application errors, and network connectivity.
- Assist with user account management, including password resets, account creation, and permission modifications.
- Install, configure, and maintain computer hardware, software, and peripherals.
- Document all help desk interactions, solutions, and resolutions in the IT service management system.
- Escalate complex or unresolved issues to appropriate senior IT staff or specialized teams.
- Contribute to the creation and maintenance of a knowledge base for common technical issues and solutions.
- Provide basic user training and guidance on IT systems and applications.
Required Skills
- Strong communication and interpersonal skills, both written and verbal.
- Basic understanding of computer hardware, software, and operating systems (Windows and macOS).
- Customer service-oriented mindset with a patient and empathetic approach.
- A keen interest in technology and a strong desire to learn and adapt.
- Ability to follow instructions and troubleshoot logically.
- Proven ability to work independently and as part of a team.
Preferred Qualifications
- Post-secondary education in Information Technology, Computer Science, or a related field (certificate or diploma).
- Familiarity with IT service management (ITSM) tools.
- Basic knowledge of network fundamentals (TCP/IP, Wi-Fi).
- Experience with Microsoft Office 365 suite.
- CompTIA A+ or other entry-level IT certifications.
Perks & Benefits
- Comprehensive health, dental, and vision benefits.
- Generous paid time off and holidays.
- Pension plan and retirement savings options.
- Opportunities for professional development and continuous learning.
- Employee assistance program (EAP).
- Supportive and collaborative work environment.
- Relocation assistance for eligible candidates.
- Chance to work with cutting-edge telecommunications technology.
How to Apply
Ready to launch your IT career with a leader in Northern telecommunications? We encourage you to apply directly through our careers page. Please click on the application link below to explore current openings and submit your resume and cover letter. Be sure to highlight your passion for technology and customer service! We thank all applicants for their interest, however, only those selected for an interview will be contacted.