Help Desk Technician

Job Details

· Job title: Tier 1 Helpdesk Technician

· Company: NextHop Solutions

· Location: Abbotsford, BC (in-office; not hybrid/remote)

· Pay: Competitive (depending on experience)

· Job type: Full-time

· Start date: Available immediately

· Work location: In person

· Travel: Must be able to drive; occasional onsite client visits required

Full Job DescriptionJoin Our Team

NextHop Solutions is a local managed IT provider supporting businesses across the Fraser Valley and beyond. We’re known for responsive support and real people answering the phone—no queues, no runaround.

We’re hiring a Tier 1 Helpdesk Technician to join our in-office helpdesk team. This role is ideal for someone with strong IT fundamentals and excellent communication skills. You’ll start on the helpdesk handling Tier 1 calls and tickets, and as you grow, you’ll have a clear path to take on more advanced work and progress toward Tier 2 responsibilities.

Role Overview

As a Tier 1 technician, you’ll be the first point of contact for many client issues. Success in this role depends as much on call handling and clear English communication as technical ability—clients should feel heard, supported, and confident in the next steps.

Major Responsibilities & Duties

· Answer inbound support calls with a professional, calm phone manner; gather details and set clear expectations

· Provide Tier 1 support for common issues (Windows, printers, email, accounts, connectivity, basic application issues)

· Troubleshoot Windows 10/11 desktop issues and common business software

· Support Microsoft 365 basics (Outlook, Teams, password resets, MFA, basic user/account tasks)

· Perform basic network troubleshooting using tools like ping, ipconfig, tracert, nslookup and an understanding of IP addressing

· Create clear, accurate ticket notes and communicate updates in plain English (phone + email)

· Follow internal protocols/SOPs and contribute to our internal documentation and knowledge base (repeatable fixes, how-to notes)

· Collaborate closely with the in-office team; escalate appropriately with strong troubleshooting notes

· Occasionally travel to client sites for onsite support (as needed)

· Occasionally assist with after-hours or weekend work for planned maintenance (not common)

Core Skills

· Strong verbal and written English communication (phone + email)

· Professional call handling and customer service mindset

· Strong Windows desktop troubleshooting fundamentals

· Networking fundamentals: IP addressing, connectivity troubleshooting, Wi-Fi basics

· Comfortable using basic troubleshooting tools: ping, ipconfig, tracert, nslookup

· Organized, reliable, and able to prioritize in a busy helpdesk environment

· Strong documentation habits (tickets, internal notes, knowledge base updates)

Education & Certifications (Preferred)

· Diploma/degree in IT (or equivalent hands-on experience)

· CompTIA A+ (preferred)

· CompTIA Network+ (preferred)

· Other certifications are a bonus, but this role does not require programming/coding (SQL/Python/etc.)

Experience

· Experience is preferred (1–2 years in an IT support/helpdesk role is ideal)

· Recent grads with strong hands-on skills and the right attitude are encouraged to apply

Requirements

· Valid driver’s license and ability to drive (occasional onsite client visits required)

· Reliable vehicle

· Able to pass a police background check

Compensation & Benefits

· Competitive (depending on experience)

· Vehicle and smartphone allowance

· Comprehensive benefits package (medical and dental)

· Paid annual vacation

· Professional development and certification opportunities

· Clear growth path from Tier 1 → Tier 2

How to Apply

Email your resume to [email protected] Subject line: Tier 1 Helpdesk Technician – Application

Head Office: Unit 5 – 30465 Progressive Way Abbotsford, BC, V2T 6W3