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IT Helpdest Support

The IT Helpdesk Support role is responsible for providing timely resolution to IT Helpdesk related incidents.   This includes receiving, prioritizing, documenting, actively investigating and resolving end user trouble tickets and operational requests. This role will report to the Director of Finance and IT and partner with the IT Corporate Specialist.

The successful applicant will:
• Field, prioritize, monitor and resolve IT help requests from end users via e-mail, phone, and face-to-face in a professional manner
• Document all problems, troubleshooting steps and final resolution in helpdesk ticketing system
• Work with and escalate problems (when required) to the IT Corporate Specialist
• Deploy hardware and software technology to address internal customer requests and updates
• Perform hands-on fixes to desktop/laptops including configuring systems, installing and upgrading software and physical fixes to computers
• Develop help sheets and other proactive documentation to assist end users
• Grant access to internal networks and operating systems as required
• Onboarding new hires including training IT policies and key functionalities end users need to be aware of
• Perform special projects when required

We are seeking a candidate with the following attributes:
• 1-5 years of experience in a IT Helpdesk role
• University or College degree in Information Technology or related field
• Must have trouble shooting experience with Windows, Office installations, and Office 365
• Knowledge of trouble shooting mobile phone and desktop phone issues
• Experience fixing hardware issues
• Familiarity with IT ticket tracking tools
• Experience with Windows System Update Services (WSUS), networks, and physical & virtual servers an asset
• Strong relationship and collaboration skills
• Proactive with strong problem-solving skills
• Ability to speak, read and write French an asset
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