Service Desk Support Technician

We are looking for a bilingual (English/French) Service Desk Support Technician to provide first-line technical support to our employees. The ideal candidate will be responsible for addressing and resolving basic IT issues for our end-users, including hardware, software, and network-related problems. You will be the first point of contact for employees seeking assistance, and you will help resolve issues quickly, escalating more complex problems to Level 2 or senior IT staff. This role involves providing support to 700 knowledge workers and 2000 front-line workers across 150 locations.

Key Responsibilities

First-Line IT Support:

• Provide first-line support to end-users experiencing IT issues, including problems with Windows 11 workstations, mobile devices (iOS/Android), Microsoft 365 applications (Teams, Outlook, OneDrive, etc.), and other software.
• Assist users with basic network connectivity issues, including Wi-Fi problems, VPN access, and printer issues.
• Troubleshoot common hardware issues with PCs, laptops, and peripherals (monitors, keyboards, mice, etc.).
• Assist users with installing and updating software applications, ensuring compliance with company standards.
• Handle basic password resets, account unlocks, and user authentication issues related to Active Directory and Microsoft Entra.
  
  

Ticket Logging And Issue Resolution

• Record and log all support requests in the ticketing system, accurately documenting the issue, troubleshooting steps, and resolution.
• Prioritize tickets based on urgency and impact to ensure timely response to users.
• Provide clear communication to end-users regarding the status of their issues and follow up to ensure user satisfaction.
• Resolve issues or escalate them to Level 2 support if they cannot be resolved within the scope of Level 1 support.
  
  

System Monitoring And Alerts

• Monitor the IT help desk ticketing system and other IT monitoring tools to ensure that all issues are addressed in a timely manner.
• Perform basic diagnostics on user systems to identify potential issues before they impact user productivity.
  
  

Basic Software Support

• Provide troubleshooting for Microsoft 365 apps, including Teams, Outlook, OneDrive, and SharePoint, addressing issues like login problems, software crashes, or performance issues.
• Assist users in resolving issues with common productivity tools and internal software applications.
  
  

User Communication

• Communicate technical solutions in an easy-to-understand manner for non-technical users.
• Provide users with clear instructions to resolve common issues, and assist them with performing basic troubleshooting steps.
  
  

Knowledge Base And Documentation

• Contribute to the knowledge base by documenting common issues and solutions, ensuring that end-users and help desk staff have quick access to troubleshooting information.
• Keep documentation up to date and follow company procedures for logging and tracking issues.
  
  

Hardware And Software Setup

• Assist with setting up and configuring new hardware, such as computers, printers, and mobile devices, ensuring devices are ready for employee use.
• Help with the installation and configuration of essential software, ensuring all applications are working as expected for the user.
  
  

Qualifications

Education:

• Associate’s Degree in Information Technology, Computer Science, or a related field (preferred) or equivalent work experience.
  
  

Experience

• 0-1 year of experience in an IT support or help desk role, providing Level 1 support for basic technical issues.
• Hands-on experience with Windows 11 operating systems, Microsoft 365 applications (Teams, Outlook, OneDrive, etc.), and basic mobile device troubleshooting (iOS/Android).
• Familiarity with Active Directory for user management tasks such as password resets and account unlocks.
• Basic knowledge of networking concepts such as Wi-Fi connectivity, VPNs, and local area networks (LANs).
  
  

Skills

• Strong troubleshooting skills for common software and hardware issues.
• Familiarity with ticketing systems to log, track, and escalate issues.
• Basic understanding of networking protocols (TCP/IP, DNS, DHCP).
• Ability to communicate technical issues and solutions in a clear, user-friendly manner.
• Excellent customer service skills, with the ability to provide high-quality support to end-users at all levels of technical expertise.
  
  

Certifications (Preferred, But Not Required)

• CompTIA A or equivalent IT support certification.
• Microsoft Certified: M365 Certified Modern Desktop Administrator Associate (or pursuing certification).
  
  

Additional Skills And Qualities

• Ability to manage multiple support requests and prioritize urgent issues.
• Strong attention to detail, with the ability to follow standard procedures and processes.
• Positive, team-oriented attitude, with a willingness to learn and develop technical skills.
• A customer-first mindset, with the ability to remain calm and professional when handling support requests.
  
  

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional development and certification.
• A collaborative and supportive work environment with opportunities for growth.