IT Technician

123Dentist is Canada’s largest majority dentist-owned network of dental practices, with almost 500 locations nationwide and nearly 8,000 employees. We offer professional advancement opportunities, competitive compensation, corporate sponsored incentive programs such as long-term bonuses for full-time employees (the first of its kind in the Canadian dental industry), and a long-term career in a growing network located in multiple communities across the country, at all levels of the industry.

Whether you’re entering the job market or you’re an experienced practitioner, we welcome your interest! Come join the 123Dentist team and be part of our success.

We provide Canadian dentists and dental practices with an array of non-clinical support and resources, including accounting, HR, marketing, as well as supply & equipment procurement.

By leveraging our unmatched management experience, marketing expertise and state-of-the-art technologies, we allow dentists to take advantage of a practical and effective alternative to practice ownership and focus on what they’re best at – being a dentist!

We are recruiting for an experienced Tier 1 IT Technician professional to join our IT team. This role will be based in our corporate Burnaby head office. This is an on-site position.

Job Summary

We are seeking an enthusiastic and customer-focused Tier 1 IT Technician to provide frontline technical support for our corporate head office and remote employees. This role serves as the first point of contact for IT-related inquiries, assisting users with troubleshooting hardware, software, and connectivity issues. The ideal candidate will have strong problem-solving skills, a commitment to excellent customer service, and a desire to grow within the IT field.

Key Responsibilities

User Support & Customer Service:

• Act as the first point of contact for IT support requests via phone, email, and ticketing system.
• Provide prompt and professional assistance to resolve basic technical issues related to hardware, software, and network connectivity.
• Escalate complex issues to Tier 2 or appropriate IT teams as necessary.
• Educate users on IT best practices and provide clear step-by-step instructions for common troubleshooting tasks.

Hardware & Software Support

• Assist with the setup, configuration, and troubleshooting of desktops, laptops, mobile devices, printers, and peripherals.
• Support Windows, macOS, Microsoft 365, and other enterprise applications.
• Perform basic troubleshooting of user accounts, access permissions, and password resets.
• Aid in the onboarding and offboarding process, ensuring proper setup and removal of user accounts and devices.

Network & Security Support

• Help users with basic network troubleshooting, including VPN connectivity and Wi-Fi access issues.
• Assist in implementing and maintaining endpoint security policies.
• Report and document security incidents to the appropriate IT teams.

Technical Documentation & Ticket Management

• Maintain accurate and detailed records of support tickets, resolutions, and troubleshooting steps.
• Contribute to internal knowledge bases, FAQs, and training materials to improve user self-service capabilities.
• Identify recurring issues and suggest process improvements to enhance IT support efficiency.

Qualifications & Skills

• 1+ years of experience in an IT support, helpdesk, or customer service role.
• Basic knowledge of troubleshooting Windows, macOS, Microsoft 365, and common enterprise applications.
• Familiarity with IT service management (ITSM) tools and ticketing systems.
• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to follow troubleshooting steps, document solutions, and escalate issues effectively.
• Eagerness to learn and grow within the IT field.
• IT certifications such as CompTIA A+, Microsoft 365 Fundamentals, or equivalent (preferred but not required).

This is an excellent opportunity for individuals looking to build a career in IT support, with opportunities for skill development and advancement within our technology team.

What We Are Offering

• Full-time permanent employment, competitive salary and great benefits package
• A collaborative team that will support and train you, great office environment
• Challenging and rewarding role that will develop your skillset and talent
• Dynamic, fast paced and growing company, with an entrepreneurial, ‘can do’ attitude

Why Join Us?

At 123Dentist, we value a diverse and inclusive workplace and offer a dynamic environment where you can make an impact on the total rewards experience for our team members across the country.

We thank all candidates for their interest; however, only those selected for an interview will be contacted.