Helpdesk Technician

The Helpdesk Level 1 Technician provides first-line technical support to end-users by troubleshooting hardware, software, and network-related issues. This role is responsible for ensuring efficient and effective resolution of IT incidents and service requests while maintaining high levels of customer satisfaction.

Key Responsibilities:

• Respond to incoming technical support requests via phone, email, or ticketing system.
• Diagnose and resolve basic hardware, software, and network issues.
• Escalate complex issues to Level 2 or appropriate teams when necessary.
• Assist users with account setup, password resets, and software installations.
• Document troubleshooting steps and solutions in the ticketing system.
• Provide guidance to end-users on IT best practices and system usage.
• Perform basic system maintenance and updates as required.
• Collaborate with IT team members to improve processes and service quality.
• Maintain an organized and professional approach to handling IT support requests.
• Follow company IT policies and security protocols.

Required Technical Knowledge:

• Fundamental knowledge of Windows and macOS operating systems.
• Understanding of basic networking concepts (IP addresses, DNS, DHCP, VPNs).
• Experience with Microsoft 365 (Outlook, Teams, SharePoint, etc.).
• Familiarity with ticketing systems and remote desktop tools.
• Basic troubleshooting of printers, peripherals, and mobile devices.
• Knowledge of antivirus and security best practices.
• Awareness of Active Directory and user management basics.

 Qualifications & Experience:

• Certificate or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 1+ years of experience in an IT support/helpdesk role.
• Ability to handle confidential information with discretion and good judgment.
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Customer-oriented approach with a willingness to learn and adapt.
• Bilingual (French and English*), spoken and written. (*) This qualification is required as you will be interacting with partners, vendors, internal/external clients and/or staff across Canada on a regular basis.

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