Senior Help Desk Technician

About Us

Pacific Reach Properties (PRP) and West Coast Seniors Housing Management (WCSHM) are leaders in property development, construction, property management, and seniors housing operations.

With an integrated development and construction team, PRP acquires, improves, and professionally manages multi-family and commercial properties throughout North America, enhancing tenant experiences and investment returns. WCSHM oversees one of the largest seniors housing portfolios in British Columbia, with a focus on service, trust, and a positive working culture.

Our team is dedicated to delivering exceptional customer service while supporting our core values of integrity, quality, entrepreneurship, and stability.

About the Role

We’re looking for a Senior IT Helpdesk Technician who combines strong technical troubleshooting skills with dependable customer service and a commitment to resolving problems thoroughly. Supporting employees across our offices, properties, and seniors housing communities, you’ll help keep the technology they depend on working reliably every day.

Alongside providing day-to-day support, you’ll take ownership of issues through to resolution, keeping users informed and ensuring that troubleshooting, changes, and solutions are properly documented.

Success in this role requires sound judgment, initiative, and strong follow-through. You’re comfortable working independently, setting priorities based on business impact, and recognizing when additional expertise is needed. You communicate clearly with users at all levels, share your knowledge with colleagues, and help improve the consistency and quality of IT support.

This is a hands-on senior technical role, leading assigned technical tasks and contributing to deployments, upgrades, and service improvements. We’re looking for someone who brings practical experience, continues to learn, and takes pride in making technology more reliable for the people who use it.

Responsibilities

• Monitor support channels throughout the day; receive, assess, prioritize, and resolve requests through the IT ticketing system, phone, and in person. Meet established service levels and response timeframes, addressing urgent issues, aging requests, and gaps in follow-up.
• Take ownership of complex or escalated requests through resolution, providing timely updates and confirming that service has been restored.
• Diagnose and resolve advanced hardware, software, printing, user account, email, and network connectivity issues through remote and on-site support.
• Coordinate with other IT team members and external vendors to resolve issues beyond the Helpdesk’s scope, providing clear troubleshooting records and business impact assessments.
• Investigate recurring incidents, identify underlying causes, and implement or recommend lasting solutions.
• Provide patient, practical guidance to employees and communicate service disruptions, workarounds, and resolutions in plain language.
• Install, configure, and deploy computers, peripherals, operating systems, and business applications.
• Administer user accounts, email accounts, groups, and access permissions in accordance with approved procedures and security requirements.
• Maintain accurate ticket records, asset information, and documentation of system configurations and changes.
• Create and improve knowledge articles, troubleshooting guides, and standard procedures to support consistent service and knowledge sharing.
• Recommend and help implement improvements to support workflows, endpoint configurations, and routine administrative tasks.
• Take responsibility for assigned deployments, upgrades, migrations, and other project tasks, including planning, testing, documentation, and handover.
• Follow approved security and change procedures, protect confidential information, and promptly report suspected security incidents or vulnerabilities.
• Continue developing technical knowledge and share relevant findings and solutions with the team.
• Provide occasional after-hours support for critical business issues and scheduled project work.

Qualifications and Abilities

• A minimum of five years of progressive experience in IT helpdesk, desktop support, or a similar technical support role.
• A diploma or degree in information technology, computer science, or a related field is preferred; an equivalent combination of relevant education, training, and practical experience will also be considered.
• Strong hands-on knowledge of Windows desktop environments, Microsoft Office applications, and remote support tools.
• Experience administering Active Directory users, computers, groups, and permissions, with a working understanding of Group Policy.
• Experience supporting Windows print servers, file servers, shared-folder access, and permissions.
• Experience administering and troubleshooting Microsoft 365 and Exchange, including user accounts, mailboxes, licensing, and access issues.
• A practical understanding of TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity, with the ability to distinguish endpoint issues from broader network or infrastructure problems.
• Strong analytical and troubleshooting skills, including the ability to investigate unfamiliar problems, identify underlying causes, and assess the impact of proposed solutions.
• Demonstrated ability to independently resolve complex and escalated issues and recognize when to involve infrastructure specialists, management, or vendors.
• Experience guiding or mentoring other technicians and creating clear, useful technical documentation.
• Excellent written and verbal communication skills, with the ability to explain technical issues, business impacts, and next steps to different audiences.
• A customer service mindset, with patience, professionalism, and a calm approach to urgent or sensitive situations.
• Strong organizational skills, with the ability to manage competing priorities, maintain accurate records, and consistently follow through on commitments.
• Sound judgment when working with privileged access, confidential information, and changes that could affect business operations.
• A proactive approach to improving systems and support processes, along with a willingness to continue learning and apply feedback.

Additional assets: Experience with Jira, legacy and VoIP telephone systems, CCTV, access control systems, mobile device management (MDM), Microsoft Entra ID, Microsoft Intune, and PowerShell scripting or automation.

All successful applicants must pass a vulnerable sector criminal record check in accordance with applicable provincial requirements.

Working Conditions

This position is primarily office-based and involves providing both in-person and remote support to employees. Visits to company offices, properties, and seniors housing communities may be required to troubleshoot issues, deploy equipment, and support projects.

Occasional work outside regular business hours may be required to support critical issues, scheduled maintenance, or project implementation.

The role involves extended periods of seated, computer-based work and may require lifting and moving computer equipment weighing up to 23 kg (50 lbs).

The duties outlined above are indicative and may change as business requirements evolve.