Information Technology Help Desk Technician

Bilingual IT Service Technician (French / English is a must)

CONTRACT 3-9 months

Ottawa or Laval (100 % on site)

• Office role 100% on site
• Paid trainings / certifications
• Parking space
• 40 hours / week
• Start date: ASAP
• Interview process: 2 interviews (1 virtual + 1 on site)

The role:

We are looking for an IT Service Technician to join our team, reporting to the Director, IT Operations. The primary focus of this role will be on handling day-to-day end user tickets and user queries, end user computing hardware and application management and troubleshooting (including mobile devices, printers, and computers).

The responsibilities:

• Provide support to our client groups, through verbal and written French / English communication
• Respond to telephone calls, e-mails, and other technical support requests in a timely manner
• Provide excellent customer service and demonstrate courteous and professional behavior
• Demonstrate excellent problem-solving skills and ability to provide creative solutions to meet end user needs.

Ensure that all support requests are appropriately recorded, triaged, and managed within the ticketing system, including decisions and actions taken to achieve a successful resolution.

Prompt escalation of tickets to the appropriate teams or individuals and follow-up on open issues to ensure a satisfactory and timely resolution is achieved.

• Ensure the ongoing protection and integrity of the IT systems
• Manage, deploy, secure, and support computers, peripherals, software, printers, telephony, mobile devices, and other technologies

Evaluate, recommend, create, and maintain knowledge base articles and documentation for end user and IT agent use.

• Maintain and update inventory and receipts of all end user hardware
• Other responsibilities and project tasks as assigned
• Must be available to work rotating schedules which include evenings, and some weekends and holidays

Some travel within North America may be required.

Technical Skills Include:

• Proven problem-solving abilities and cloud computing knowledge
• Expertise in the installation, configuration, and troubleshooting of computer hardware, network-enabled multifunction printers, audio/visual equipment, telephony, and mobile devices
• Proficient with the setup and troubleshooting of Windows and mobile device operating systems
• Experience with Windows Server file and printer administration
• Experience with client-side application and software support such as Microsoft 365 Apps for Enterprise, manufacturing/engineering software (i.e., AutoDesk, BlueBeam), various collaboration solutions such as MS Teams app and Room System.
• Familiarity with MS Dynamics SL and SAP SuccessFactors an asset
• Provide troubleshooting for various types of service requests, incidents, and problems
• Experience with vulnerability management such as computer/software patch management tools, investigating and remediation of malware and other security incidents on endpoints is an asset.

General knowledge of a range of diagnostic and logging tools to troubleshoot and resolve hardware, software, and network issues on endpoints.

• Creation of knowledge base articles for end users and fellow team members
• Ability to write up end user walk-through/how-to documentation for all technologies supported by the IT team

Knowledge of deploying and managing computers using Intune/Autopilot an asset.

Requirements

• Bilingual French (strong/fluent is a must) and English (intermediate/professional) in verbal and written communication
• A self-starter, a passion for IT, and the ability to work in a dynamic team environment
• Degree or diploma in Computer Science/Networking or related field
• 2+ years IT support/troubleshooting related work experience
• Microsoft or other industry certifications such as A+, N+, ITIL considered an asset
• Proven analytical and problem-solving skills
• Excellent communication skills (written and verbal)
• Excellent interpersonal skills
• Willing to speak up and share ideas with the team
• Be able to give and take criticism
• Ability to work in a dynamic team environment and independently