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.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.