Help Desk Technician
- Montreal, QC, Canada
Full-time
Applications open in a new tab.
Job details
- Job type
- Full-time
- Apply by
- Experience
- 4 years of experience in IT helpdesk or end user support roles.
- Posting language
- English
- Posted
Original job description
Location: Montreal, Quebec - Onsite
Job Type: Help Desk (L1 Support Engineer)
Type: 1 year Fixed Term
Job Summary:
We are seeking a skilled and customer-focused End User Support Engineer to provide technical assistance to users across the organization. The ideal candidate will be responsible for troubleshooting hardware and software issues, ensuring the smooth operation of desktops, laptops, mobile devices, and other user-end IT assets.
Key Responsibilities:
- Provide first level (L1/L2) technical support to users for hardware, software, network, and application issues.
- Install, configure, and maintain operating systems, software applications, and patches.
- Manage and troubleshoot desktop/laptop systems, printers, and peripheral devices.
- Handle user account management, including password resets and access permissions (e.g., Active Directory, O365).
- Assist with setup and configuration of new employee workstations.
- Maintain incident/ticket logs in ServiceNow.
- Provide remote and on-site technical support, as needed.
- Escalate unresolved issues to higher-level support or vendors when necessary.
- Ensure compliance with IT policies and security standards.
- Support audio/video conferencing tools and meeting room equipment.
- Document procedures and update the knowledge base.
Requirements:
- Diploma in Computer Science, Information Technology, or related field.
- 4 years of experience in IT helpdesk or end user support roles.
- Strong knowledge of Windows OS, Microsoft 365, and common business applications.
- Experience with remote desktop tools and ITSM ticketing systems (ServiceNow)
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Familiarity with ITIL best practices is a plus.
- Excellent communication and interpersonal skills.
- Strong problem-solving and time management abilities.
Preferred Certifications (not mandatory):
- CompTIA A+ / Network+
- Microsoft Certified: Modern Desktop Administrator Associate
- ITIL Foundation
More about this job
Responsibilities
Provide first-level and second-level technical support for hardware, software, network, and application issues, including workstation setup, account management, and conferencing equipment. Maintain ticket records and documentation, provide on-site and remote assistance, escalate unresolved issues, and ensure compliance with IT policies and security standards.
Requirements
Requires a diploma in Computer Science, Information Technology, or a related field, along with four years of IT help desk or end-user support experience. Candidates should know Windows, Microsoft 365, common business applications, remote desktop tools, ServiceNow, and basic networking; ITIL familiarity and listed certifications are preferred or optional.
Skills
- Hardware And Software Troubleshooting
- Windows Operating Systems
- Microsoft 365
- Active Directory
- ServiceNow
- ITSM Ticketing Systems
- Remote Desktop Tools
- Networking Fundamentals
- TCP/IP
- DNS
- DHCP
- Desktop And Laptop Support
- User Account Management
- ITIL Best Practices
- Audio/Video Conferencing Support
- Customer Communication
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
Keywords
- Help Desk
- End-User Support
- L1 Support
- L2 Support
- Hardware Troubleshooting
- Software Troubleshooting
- Windows
- Microsoft 365
- Active Directory
- ServiceNow
- ITSM
- Remote Desktop
- TCP/IP
- DNS
- DHCP
- Operating System Installation
- Software Configuration
- Patch Management
- Printers
- Peripheral Devices
- User Account Management
- Access Permissions
- Incident Management
- IT Security
- Audio/Video Conferencing
- Knowledge Base
- ITIL
- CompTIA A+
- CompTIA Network+
- Modern Desktop Administrator Associate