Position: IT User Support Technician

Job brief: As our IT users support Technician, you will be key in ensuring our 40 employee’s computer systems are running smoothly and efficiently. This is a crucial role diagnosing, repairing, maintaining, and configuring hardware/software for efficient system operations. As the first point of contact for internal IT support you are responsible for resolving IT tickets with speed, efficiency and empathy, while interacting with employees at both the coworker level and executive level.

This role covers our two Courtenay based locations, and has opportunities for training and development to further your core abilities.

To achieve success in this role you must posses both soft skills and technical skills. Our IT support technician is responsible for more than just technical duties at Resonant Light Technology. There is ongoing interaction with employees in all departments and levels, many without advanced technology skills, you must be able to communicate patiently and effectively with employees.

Our Technician must be able to manage time effectively to address employee queries, and manage other job duties such as installing or updating software and hardware, and assisting with monitoring and updating the company cyber security.

Core responsibilities:

- Customer service and social skills
- Resolve IT support tickets
- Internal IT support for all RLT employees remotely, over phone, in person, and via email
- Software updates as needed
- Scheduling software updates with employees
- Ability to document software and IT processes accurately
- Proficient with MacOS, Windows, and Linux operating systems
- Familiar with command line
- Familiar with using AI for software development
- GrandStream PBX phone maintenance/support on-site, and for remote workers
- WFH VPN support, repair and education
- Website management




- RLT internal email support and education
- Software and Hardware troubleshooting and repairs
- On-site Server access management and support
- Supporting two locations in Courtenay, weekly check-in, staff equipment ordering, upgrades and software updates
- Assisting the head of IT with company IT security
- Equipment inventory management
- Ability to do low to mid level software development

Requirements:

- 1-3 years proven experience in IT help desk or experience in a similar role.
- Ability to calmly manage multiple concurrent tasks.
- Strong organizational skills with the ability to prioritize tasks.
- Excellent verbal and written communication skills.
- An even-tempered empathetic approach to de-escalating impatient customers and employees waiting for their tech issues to be resolved.

Job Type: Full-time, Permanent Pay: $32.00 per hour to start

Hours: 9am – 5pm Monday through Friday

- Benefits:
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Paid personal time off
- Paid sick days
- RRSP contributory pension fund match
- Store discount
- Vision care
- Birthday off
- Personal fitness benefit
- Longevity bonus
- Discretionary year end bonus

Join us as an IT Support Technician where your passion for technology meets your commitment to exceptional customer service! This role offers the chance to grow your technical expertise while making a meaningful impact on our organization’s success through dedicated support and innovative problem-solving. Pay: $32.00 per hour

Expected hours: 37.5 per week

Perks

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- In office parking
- Paid time off
- RRSP match
- Store discount
- Vision care
- Wellness program

Location:
- Courtenay, BC V9N 1Y4 (preferred)

Work Location: In person

📌 IT Support Technician (Courtenay)
🏢 Resonant Light Technology
📍 Courtenay