Helpdesk Specialist

The Organization

Based in the Guildford area of Surrey, the Fraser Valley Real Estate Board (FVREB) is an association of almost 5,000 real estate professionals working across North Delta, Surrey, White Rock, Langley, Abbotsford, and Mission. With a long history of service and excellence, FVREB supports its members through tools, education, thought leadership, and opportunities to enhance their expertise.

We are a values-driven organization that emphasizes professionalism, collaboration, and wellness. Our team takes pride in delivering high-quality service and creating a supportive, respectful workplace.

The Team

The Technology team imagines, architects, implements and/or integrates, operates, secures, and supports the systems and services that staff and members rely on every day. The Help Desk team operates as part of the larger Technology team with a focus on internal (staff) and external (members) application and system support. As Helpdesk Specialist, you’ll be a key first point of contact for troubleshooting issues, resolving requests, escalating as necessary, and helping ensure smooth day-to-day operations.

The Ideal Candidate

We’re looking for an experienced Helpdesk Specialist who takes pride in providing high-quality, responsive user support. As a member of our Helpdesk / Service Desk team, you will serve in a dual capacity, providing external phone, email, and remote support to our membership, as well as internal phone, email, remote, and in-person support to staff.

Some of the applications you will support fall within the scope of a well-rounded IT helpdesk generalist. Other systems are specific to the real estate industry. While candidates with real estate experience may bring an advantage, we are prepared to train the right person on industry-specific applications.

You are service-oriented, professional, and dependable, with strong communication skills and a practical approach to troubleshooting. You take pride in being a trusted resource for users, work well both independently and collaboratively, and bring sound judgment and a high level of personal and professional integrity.

What You’ll Do

• Serve as the first point of contact for our growing membership and provide telephone, email, and remote technical support for a growing suite of real estate specific member applications.
• Escalate and engage vendor support where necessary.
• Maintain excellent understanding of relevant business processes and rules.
• Maintain a high level of proficiency for all supported applications, products, and services.
• Test new releases of supported applications, produce and/or update relevant documentation, and help draft user communication where appropriate.
• Evangelize and educate on industry best practices as they apply to supported applications.
• Properly document all interactions in the organization’s ticketing system.
• Strive to meet and maintain a level of performance consistent with team SLAs and SLOs.

What You’ll Need

• Post-secondary education in computer science, computer engineering, or a related field; equivalent relevant work experience may be considered in lieu of formal education
• Several years of experience in a help desk, service desk, or technical support role
• Experience using a ticketing system
• Experience supporting business applications or member-facing systems is an asset
• Strong telephone, email, and customer service skills
• Solid troubleshooting skills and the ability to support a range of applications, products, and services
• A professional, service-oriented approach and the ability to communicate clearly with a variety of users
• Familiarity with ITIL or other structured service delivery practices is an asset
• Relevant certifications are an asset
• Willingness and ability to learn new systems, including applications specific to the real estate industry

What’s in It for You

• A competitive Total Rewards package that includes employer-paid “top tier” group health benefits and generous retirement savings.
• A 35-hour workweek in support of work life flexibility.
• Exceptional paid time off that includes 3 weeks vacation to start, 13 stats & holiday observances, plus various personal leaves to help you manage all that life throws at you.
• Our own free-standing building with modernization plans in the works, and FREE on-site parking, close to shopping and green space.
• A great values-driven and fun team with a renewed focus on continuous improvement, employee/member experience, self-actualization and more. Yes, you can make a difference here!

Please apply by submitting your resume and cover letter.

To be considered for employment, candidates will be required to provide proof of citizenship, permanent residency, or eligibility to work in Canada without restriction. Employment is contingent on the satisfactory completion of pre-employment screening and other role relevant background checks. This posting will remain open until a qualified candidate is hired. We thank all applicants for their interest; however, only those selected for further consideration will be contacted. We are committed to creating an inclusive and accessible recruitment process. Accommodations are available upon request for candidates participating in all stages of hiring.