Help Desk Technician

5 months ago

PointeClaire, Canada Future Electronics Full time

**About the role**

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. The Help Desk Technician position is responsible for providing first response in answering, commenting, and responding to open incidents and support for Future Electronics users. This includes receiving, prioritizing, documenting, and resolving end-user help requests. Problem resolution may involve diagnostic and help request tracking tools and require the individual to give in-person, hands-on help at the desktop level.

**What you’ll be working on**
- Provide first & second level support (both hardware and software) for all incoming Help Desk requests;
- Perform a variety of network problem analysis and monitoring tasks, monitor network management systems, and respond appropriately to user requests and problems;
- Perform initial problem analysis and assign problems to other appropriate staff when required;
- Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to final resolution;
- Perform post-resolution follow-ups to help requests;
- Develop, implement, and/or participate in the preparation of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements;
- Assist in on-the-job training personnel when required;
- Follow instructions and pre-established guidelines to perform the functions of the job;
- Collect, organize, and document all problems and solutions in the Help Desk Tracking System;
- Perform installation, configuration, and set up of computer systems as per established procedures when required;
- Perform other related duties incidental to the work described herein;
- Attend and be involved during Service Desk Team meetings;
**We’re looking for someone with**
- Microsoft 365 Certified: Modern Desktop Administrator Associate.
- College diploma or university degree in computer science or 2-3 years of equivalent working experience as a bilingual Help Desk Technician.
- Strong understanding of ITIL v3.
- Min. of 2-3 years of experience providing user support in an IT call center (troubleshooting, configuring, installing, tracking issues, and resolving issues);
- Must have excellent communication skills (Written and spoken English and French);
- Exceptional interpersonal skills, focusing on rapport-building, listening, and questioning skills.
- Ability to absorb and retain information quickly;
- Ability to present ideas in a user-friendly language;
- Proven analytical and problem-solving skills;
- Ability to effectively prioritize and execute tasks in a high-pressure environment;
- Experience working in a team-oriented, collaborative environment;
- Basic knowledge of the following software and systems:
Windows OS, Microsoft Office, Citrix, Active Directory, TCP / IP, Network Printers, Desktop PCs, Desktop Imaging, Terminal Services, Remote Desktop, Incident management, and Request Management tools.
- Fully Bilingual ( English - French)

**Why join us**

At Future Electronics, we mean it when we say we care about our employees. Our approach to employee wellness is holistic, which is why, alongside competitive salaries and premium health and dental benefits, corporate employees have access to:
Onsite gym and fitness studio with scheduled group classes - think yoga, aerobics

Employee lounge for you to rest and recharge

Telemedicine so you can get the care you need when you need it, 24/7

Group RRSP plans to take care of the future you

Onsite medical clinic

Subsidized employee cafeteria with delicious meals and snacks

Shuttle bus from Montreal Downtown to our facility in Pointe-Claire

Future Electronics is taking a hybrid approach to work. We value collaboration and working together, which our offices facilitate, combined with working remotely.

yourfuture

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Pointe-Claire, QC H9R 5C7: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT support: 3 years (preferred)

**Language**:

- French (required)

Work Location: In person

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