IT Support Technician

Requirements:

• At least two years of recent related experience delivering customer service and technical support in an IT service role within a networked environment, along with a high school diploma or GED and an information systems certificate or program completion, or an equivalent combination of training and experience.
• Experience in an IT Service Desk, Help Desk, or similar support environment is preferred, including using ticketing systems to log, track, and manage incidents and service requests.
• Strong verbal and written communication skills, including the ability to prepare knowledge-base articles and technical documentation.
• Excellent knowledge of diagnostic tools and the methods, practices, procedures, standards, concepts, and best practices used in the work, including ITSM and ITIL; ITIL Foundation v3 or later accreditation is an asset.
• Ability to assess requests, troubleshoot issues, provide first-level remote support, monitor alarms and alerts, and escalate incidents when needed.
• Experience advising and assisting users with software applications, hardware, and technology services.
• Valid Class 5 British Columbia drivers licence.
• French language skills are an asset, but are not required; applicants who do not speak French are encouraged to apply.

Responsibilities:

• Serve as the first point of contact for technical support inquiries, responding to emails and calls and assisting internal employees and external clients with airport applications, hardware, mobile devices, network and operating systems, and wireless technologies.
• Record calls, incidents, and service requests in the IT service management tool.
• Prepare monthly reports on IT operations.
• Carry out documented employee onboarding, offboarding, and cross-boarding procedures.
• Support the IT equipment lifecycle by deploying, upgrading, repairing, recommissioning, replacing, inventorying, and recycling laptops, desktops, and mobile devices.
• Perform routine maintenance on shared IT services and equipment, including audiovisual systems, printers, and shared workstations.
• Contribute to the ongoing improvement of customer service delivered by our IT Support Desk team.

Technologies:

• Hardware
• Support
• ITIL
• ITSM
• Mobile
• Network

More

We are YVR, Vancouver International Airport, where we connect people, places, and cargo while working to provide a safe and efficient experience. Our Office Systems team is an integral part of the IT support we provide to internal and external clients, with varied systems offering opportunities to learn and grow. We are hiring a permanent, full-time IT Support Technician in the Office Systems Department, reporting to the Manager, Technology Services. This role requires onsite rotational shift work to support 24-hour operations, on a 10-hour, four-days-on and three-days-off schedule. The position is open to current Vancouver Airport Authority employees and external applicants; shortlisted candidates may be asked to complete an assessment, and internal applicants previous job performance will be considered. The annual salary range is $68,515–$89,549, based on a 40-hour work week, and is tailored to experience, qualifications, and internal equity. We offer vacation days, health benefits, retirement savings matching, wellness programs, community engagement, commuting support, and continuous learning opportunities. We value flexibility, customer excellence, development, and an inclusive workplace where people from all backgrounds can belong.

last updated 43 week of 2026