Helpdesk Support Technician

Job summary

The Helpdesk Support Technician serves as the first point of contact for customers, providing technical support and program information via inbound calls. Responsibilities include diagnosing hardware and software issues, documenting interactions in the CRM, and scheduling appointments.

Job details

Department: Care Center Helpdesk Reports To: Helpdesk Support Supervisor Language Requirement: Bilingual position requiring professional fluency in both English and French (spoken and written) to support clients across Canada. Compensation: $19.00 per hour Schedule: Shift schedules will be discussed during the interview process. This is a 100% in-office, full-time position located at 50–2899 Broadmoor Blvd., Sherwood Park, Alberta. Remote or hybrid work arrangements are not available for this role. Why You Should Join Us! * RRSP program with company match (up to 3%) * Comprehensive health and dental coverage after 90 days, with vision and other extended benefits after one year * Additional perks including company-wide discounts, and long-term disability coverage * Positive, collaborative work environment that supports work–life balance * Company career growth opportunities within a mission-driven organization Position Summary As a Helpdesk Support Technician, you’ll be the first point of contact for our customers, providing friendly, knowledgeable assistance and ensuring they feel supported every step of the way. This role is ideal for someone who enjoys problem-solving, communicating with people, and learning new technology. You don’t need prior experience in this field — we’ll provide full training and hands-on support. What matters most is your curiosity, attention to detail, and genuine desire to help others. What You’ll Do * Respond to inbound calls and assist clients with program inquiries and technical support * Learn to diagnose and troubleshoot basic hardware, software, and network issues * Provide accurate and friendly assistance while documenting all customer interactions * Schedule appointments, set up accounts, and update client information in the CRM system * Collaborate with teammates and managers to ensure one-call resolution whenever possible * Participate in hands-on training sessions to develop your technical and service skills * Contribute to a supportive, team-oriented environment focused on growth and learning * Adhere to company policies, confidentiality standards, and Canadian privacy requirements * Support Care Center operations across multiple queues or projects as needed Qualifications * Excellent verbal and written communication skills in both English and French * Basic computer literacy and willingness to learn * Ability to actively listen, multitask, and problem-solve in a fast-paced environment * High level of professionalism, empathy, and commitment to first-call resolution * Dependable with exemplary attendance and punctuality * Strong computer proficiency, including Microsoft 365 (Word, Excel, PowerPoint) * High school diploma or equivalent * Ability to successfully pass a criminal background check, as required for the role Physical Requirements Prolonged periods of sitting at a desk, working on a computer and use of a telephone. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

What you’ll do

The Helpdesk Support Technician serves as the first point of contact for customers, providing technical support and program information via inbound calls. Responsibilities include diagnosing hardware and software issues, documenting interactions in the CRM, and scheduling appointments.

Requirements

Candidates must be bilingual in English and French and possess basic computer literacy with proficiency in Microsoft 365. A high school diploma or equivalent is required, along with the ability to pass a criminal background check.

Benefits

• RRSP program with company match
• Health insurance
• Dental coverage
• Vision coverage
• Extended benefits
• Company-wide discounts
• Long-term disability coverage

Listed skills

• Network Troubleshooting · Preferred
• Time management · Preferred
• Customer service · Preferred
• Hardware Diagnostics · Preferred
• Problem solving · Preferred
• Microsoft 365 · Preferred
• Communication · Preferred
• Troubleshooting · Preferred
• Multitasking · Preferred
• Data entry · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Technical support
• Troubleshooting
• Communication
• Problem-solving
• Microsoft 365
• CRM software
• Active listening
• Multitasking
• Bilingualism
• Hardware diagnostics
• Software diagnostics
• Network troubleshooting
• Data entry
• Time management
• Operations
• Problem Solving
• Troubleshooting (Problem Solving)
• Technical Support
• Curiosity
• Microsoft PowerPoint
• Microsoft Excel
• Detail Oriented
• Customer Relationship Management
• Professionalism
• Willingness To Learn
• Computer Literacy
• Confidentiality
• Empathy
• Team Oriented
• Help Desk Support
• Multilingualism
• Punctuality
• Bilingual (French/English)
• Inbound Calls

Job areas

• Customer Service & Support
• Technology
• Administrative
• Help Desk Support Technician
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists