Located within the traditional unceded territory of the syilx people, Westbank First Nation is a progressive and prosperous self-governing First Nation. The Okanagan Valley truly has it all, including a great climate, stunning scenery, world-class ski resorts, golf courses, wineries and beaches.

Westbank First Nation values diversity and we are committed to creating a healthy, strong and vibrant community through programs and services that promote physical, mental, emotional and spiritual well-being and healing. Come join our team and become part of an innovative and rewarding place to work.

This position is open only to WFN members and internal employees

POSITION SUMMARY
Reporting to the Information Technology Manager, the Service Desk Analyst is the first point of contact for IT support within the organization. This role is responsible for logging, diagnosing, and resolving technical issues related to hardware, software, networks, and user accounts. The analyst ensures timely and effective support for end-users, escalating complex issues to Tier 2 or Tier 3 support as needed. This position plays a critical role in maintaining user satisfaction and operational continuity across departments.

EDUCATION/EXPERIENCE

• A diploma or degree in Information Technology, Computer Science, or a related field from an accredited institution.
• Completion of recognized industry certifications: Microsoft 365 Fundamentals, CompTIA A+, CompTIA Network+, or ITIL 4 Foundation considered an asset
• Experience with ticketing systems and remote support tools is considered an asset
• Experience working and providing customer service or technical support in a local government or First Nation setting is an asset
• Equivalent combination of education, training and experience may be considered

REQUIREMENTS

• Criminal Record Check with results acceptable to WFN
• Valid Driver’s License with acceptable driver’s abstract and personal vehicle
• Able to lift at least 50 lbs
• Must be able to work during non-office hours
• Maintains a high level of confidentiality and uses discretion on all matters relating to the affairs of Westbank First Nation

JOB DUTIES/RESPONSIBILTIES

• Initial tier 1 contact for all IT service requests and incidents via phone, email, or ticketing system: potentially during non-office hours
• Log and categorize service requests and incidents into ticketing system, ensuring accurate prioritization
• Provide first-line investigation and diagnosis using existing IT Documentation and standard operating procedures
• Troubleshoot and resolve basic technical issues pertaining to hardware, software, and network connectivity
• Escalate unresolved or complex issues to appropriate Tier 2 or Tier 3 supports
• Keep users informed of progress on tickets or status of incidents
• Input ticket resolution in ticketing system and close completed tickets
• Create and contribute to IT documentation for repeatable procedures
• Maintain and update hardware and software inventory records
• Support onboarding and offboarding processes, including User account, hardware, and software provisioning and deprovisioning
• Maintain confidentiality and adhere to IT security protocols.
• Assist users with password resets and basic account management tasks.
• Provide basic support for A/V equipment used for meetings.
• Provide basic support for smart phones and tablets, including setup, and troubleshooting.
• Stay current with emerging technologies and best practices
• Participate in professional development courses as required or when funding permits.
• Participate in IT team meetings and contribute to continuous improvement initiatives
• Performs all duties and responsibilities in accordance with Westbank First Nation policies, standards, and procedures, and as assigned by the Information Technology Manager

KNOWLEDGE/SKILLS/ABILITIES

• Knowledge of networking concepts and wired and wireless communication methods

• Working knowledge of current Windows operating systems; knowledge of MacOS is an asset

• Working knowledge of Microsoft 365 applications including Outlook, Word, Excel, PowerPoint

• Working knowledge of hardware devices: laptops, desktops, printers, scanners, smartphones, and tablets

• Basic knowledge of Microsoft 365 services, including Multi-Factor Authentication (MFA), OneDrive, Teams, SharePoint, Intune, and Defender

• Basic Knowledge of hybrid Microsoft environments, including user account management in Active Directory/Entra

• Basic knowledge of group policies, Exchange email administration, and SQL database connectivity

• Ability to set up and configure smartphones and tablets is an asset; familiarity with Apple devices is an asset

• Strong problem-solving and multi-tasking skills are required

• Ability to set priorities, meet deadlines, and perform effectively in stressful situations

• Ability to effectively work independently or collaborate as part of a team

• Ability to communicate complex ideas clearly and effectively both in writing and verbally to a range of audiences, including individuals without technical expertise.

• Ability to adapt to evolving technologies and shifting operational landscapes.

• Ability to learn new skills and eager for challenges

• Ability to communicate respectfully and build positive relationships with IT team, WFN employees, Management, vendors, and others

The median salary range for this position is $61,656

To learn more about Westbank First Nation please visit our website at https://www.wfn.ca.

All applications must be submitted through our Employment Opportunities page. Ensure you attach your cover letter and resume. Incomplete or late submissions will not be accepted.

This opportunity will close at midnight on Sunday, January.18th, 2026

While we recognize the value of diversity in the workplace and welcome applications from people of all backgrounds, preference will be provided to qualified WFN Members & Indigenous applicants.

Westbank First Nation values diversity and we are committed to creating a healthy, strong and vibrant community through programs and services that promote physical, mental, emotional and spiritual well-being and healing. Come join our team and become part of an innovative and rewarding place to work.