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 info@nexthop.ca Subject line: Tier 1 Helpdesk Technician – Application

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