help desk support jobs

18 Wheels Logistics is one of the most respected names in the supply chain industry. We are a one-stop solution for Warehousing, Co-packing and Transportation. What makes our business so unique, is the different lines of businesses we operate in, making us an attractive choice for customers.

We are growing our commercial strength, but the driving force behind our success continues to be a team of highly engaged, dedicated, and driven team members, and we are grateful for them!

We are looking for a motivated, reliable, and experienced IT Support Specialist (Tier 2) to join our team! This role will bridge the gap between day-to-day user support and foundational infrastructure management. The IT Support Specialist will handle everything from modern user lifecycle management and hardware upgrades to maintaining our network, physical security systems, and baseline endpoint security protocols.

The ideal candidate has a strong technical troubleshooting foundation, great documentation habits, and a desire to maintain a secure, efficient corporate environment.

Accountabilities & Responsibilities Include (but are not limited to):

• Manage the end-to-end onboarding and offboarding processes, including provisioning accounts, setting up hardware, and configuring application access
• Utilize Microsoft Admin Tools (Entra ID/Active Directory, M365 Admin Center) to manage users, groups, licenses, and email configurations
• Monitor and configure network settings, access points, and switches using the Ubiquiti UniFi Admin Center
• Assist with basic infrastructure troubleshooting (DHCP, DNS, VLANs)
• Monitor endpoint security alerts using EDR/XDR platforms
• Act as the first line of defense by identifying, isolating, and reporting potential malware or security anomalies on user devices
• Maintain, troubleshoot, and manage physical surveillance systems (Hikvision, SCW) and facility access control (fob controllers)
• Diagnose and repair physical hardware issues, including replacing HDDs, SSDs, and RAM in laptops, desktops, and small servers
• Maintain accurate IT asset inventories (hardware assets, software seats) and document standard operating procedures (SOPs) for the internal knowledge base
• Assist in the evolution of our software through bug reports and feature requests

Skills & Qualifications:

• 2–4 years of experience in a Helpdesk, Desktop Support, or Tier 2 Technical Support role.
• Intermediate proficiency with Microsoft 365 Admin Center, Exchange, and Active Directory / Entra ID
• Hands-on experience navigating and managing local networks through the UniFi Controller or similar network management platforms
• Basic understanding of EDR/XDR concepts (e.g., Microsoft Defender for Endpoint, CrowdStrike, SentinelOne) and modern endpoint security best practices
• Familiarity with configuring and troubleshooting IP cameras (Hikvision, SCW) and configuring keycard/fob access systems
• Confident in opening up devices to swap components (RAM, storage upgrades) and running hardware diagnostics
• Strong problem-solving abilities, excellent user communication skills, and a methodical approach to documenting technical processes
• CompTIA A+, Network+, or Security+ certifications are an asset
• Experience utilizing MDM (Mobile Device Management) platforms like Microsoft Intune is an asset
• Experience with ticketing systems (e.g., Jira Service Desk, Zendesk, Freshservice) is an asset

18 Wheels Logistics is proud of its commercial growth and cherishes the team members who are the heart of its organization. 18 Wheels is an equal opportunity employer that values its diversity and inclusion and invites qualified applicants to join our winning team.

Pay: From $26.00 per hour

Benefits:

• Casual dress
• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Application question(s):

• Required Question: What are your wage expectations?
• Required Question: Do you have access to your own vehicle to travel to other office/warehouse locations?
• Required Question: Are you able to work 40 hours per week? What is your work availability (Days & Hours)?
• Do you have Microsoft Server Admin certifications, what level and what year?
• Have you managed to create a new site in Sharepoint and assign users to it?
• What is your Azure Active Directory Experience?
• Are you able to physically carry computer equipment and install PCs?
• Are you comfortable using scissorlifts to reach equipment at least 20-30 feet high?
• Do you have experience administering to VPN components?

Experience:

• Azure AD, O365 & Intune: 3 years (required)
• Tier 2 Technical Support: 2 years (required)
• Helpdesk & Desktop Support: 2 years (required)

Licence/Certification:

• BC Driver's Licence (required)

Willingness to travel:

• 25% (required)

Work Location: In person