IT Helpdesk Administrator

Information Technology Vancouver, BC


The Position

Do you dream about creating a more sustainable future? At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem. Working with over 75 of the world’s leading electric and gas utilities, Uplight provides an end-to-end customer energy experience. Uplight delivers personalized experiences that customers have now come to expect–improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals. We are a certified B Corp, enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community. 

We are seeking a Help Desk Administrator to join our team and help us achieve our ambitious goals for our business and for the planet.

What you get to do: 

In some companies, the Helpdesk Administrator is a thankless job, but not at Uplight.  In many ways, you’ll be seen as the most service-minded, thoughtful, positive, and helpful person in the whole company, and it makes sense - you’re there to ensure that everyone has the tools needed to make this the best job they’ve ever had.  As a result, it’s possible that you’ll be lauded as a hero and lifted to crowd surf through the office, or at least get regular shout-outs at all-hands meetings to thank you for your superlative work. 

  • Provide tier 1 support for all Information Technology (IT) corporate environment, including network, servers, Mac desktop and Windows desktop and cloud-based application issues
  • Troubleshoot and resolve reasonably complex end-user hardware/software problems including remote access software.
  • Set up new computers and re-install operating systems.
  • Track end user requests in a service request ticket tracking system such as Zendesk, for hardware/software problems by opening cases and keeping case histories current and complete.
  • Verify with the user/customer that the problem has been resolved and close case.
  • Perform basic testing of workstations, and communication equipment, etc.
  • Elevate unresolved tickets to the appropriate 2nd level support.
  • Create, update, and organize documentation for the team and the company.
  • Manage inventory of IT assets for Uplight Canada.
  • Manage on premise servers and network equipment in Uplight Vancouver office
  • Supervise physical security system and other aspects of the Uplight Vancouver office
  • Assist with management of the office.

What You Bring to Uplight: 

  • 2+ years of HelpDesk/Support experience
  • Self-motivated
  • Service-minded
  • A team player and a great communicator with your peers
  • Proficient with the Mac OS and Windows OS
  • Experience with Microsoft Office and Google Apps (G Suite / Workspace)
  • Experience working in a regulated industry and familiar with information security audits
  • Experience with supporting mobile devices such as phones and tablets, Android, iOS, etc.
  • Exceptional communication skills, both written and verbal
  • Ability to adapt quickly to a dynamic environment in regard to technology and processes.

Bonus Points: 

  • Experience with the following software: Amazon Web Services, JumpCloud SSO, Atlassian Confluence, Jira, ZenDesk

What makes working at Uplight amazing:

In addition to all the standard medical and dental benefits, that kick in Day 1, we: 

  • Are committed to the environment, our employees, and our communities. 
  • Take our work and mission seriously and…. we love to laugh!

We also: 

  • Provide a 401k Match
  • Medical, vision, and dental insurance 
  • Monthly wellness stipend 
  • Peer to peer recognition program 
  • Management by objective bonus plan 
  • Innovated flexible time off 
  • Keep you energized with plenty of food and drink (when our offices reopen)

Salary Range: 67,000 CAD – 86,000 CAD(dependent on experience)

Uplight provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.