Help Desk Level 2-3/technicien en Informatique Niv

6 months ago

Kahnawake, Canada Playground Full time

Playground is an internationally renowned gaming destination located a short 15-minute drive south of downtown Montreal, within the Mohawk territory of Kahnawake. We are currently expanding, unveiling new gaming floors, a luxurious hotel, and specialized dining options.

**Position Overview**:
We're seeking a proactive IT Help Desk Specialist with Level 2-3 experience to join our dynamic IT department. You'll collaborate with our team, using your advanced troubleshooting skills to provide top-notch customer service in a fast-paced environment. This role involves owning complex technical issues, driving resolutions, and optimizing our IT systems, including desktops, software, networks, and peripherals. If you're a seasoned help desk pro ready to make an impact, this challenging opportunity is for you.

**What we have to offer**:

- Competitive compensation (_$65K)_
- Flexible schedule options
- Discounts on food
- Comprehensive paid training
- Opportunities for career advancement
- Free parking
- Company-wide events
- Playground Cares volunteer opportunities

**Responsibilities**:

- Provide technical support to address a variety of hardware, software, and network issues; experienced in advanced diagnostics and troubleshooting methods required.
- Efficiently troubleshoot and resolve incidents to minimize operational downtime.
- Handle user queries in-person and through a ticketing system.
- Document incident reports, including resolution steps and required follow-ups.
- Escalate complex technical issues to higher-level IT staff and collaborate on solutions.
- Install, configure, and maintain IT hardware and software across the facility.
- Continually update technical skills to align with industry advancements, with an ability to contribute to IT policy and procedural design.
- Work both independently and as part of a team to meet key performance indicators and maintain high service levels.
- Participate in IT projects to improve and streamline processes.
- Oversee the order and cleanliness of server rooms and perform hardware inventory checks.
- Contribute to and maintain the company's Knowledge Base.
- Produce daily action reports.
- Strictly adhere to confidentiality and data protection protocols.

**Qualifications**:

- A minimum of 5 years' experience in an IT helpdesk role, ideally in a high-volume setting.
- Strong knowledge of computer hardware, Windows, mobile operating systems, and commonly-used software.
- Experienced in cybersecurity protocols.
- Familiar with scripting languages for task automation.
- Exceptional problem-solving and critical thinking abilities, especially under pressure.
- Strong verbal and written communication skills.
- Committed to customer service and user satisfaction.
- Able to multitask and manage priorities effectively.
- Detail-oriented with a keen interest in technological advancements.
- Relevant certifications like CompTIA A+, Network+, or Security+ are highly desirable.
- __________________

Playground est une destination de jeu internationalement reconnue située à seulement 15 minutes en voiture au sud du centre-ville de Montréal, sur le territoire mohawk de Kahnawake. Nous sommes actuellement en expansion, dévoilant de nouveaux espaces de jeu, un hôtel luxueux et des options de restauration spécialisées.

**Aperçu du rôle**:
Nous recherchons un spécialiste Help Desk en informatique (niveau 2-3) proactif et autonome pour rejoindre notre équipe informatique dynamique. Ce rôle implique la résolution de problèmes techniques avancés et une priorité absolue pour le service client dans un environnement exigeant. Si vous êtes un professionnel expérimenté du Help Desk avec une passion pour la technologie et le désir de faire une réelle différence, cette opportunité est pour vous.

**Ce que nous offrons**:

- Rémunération concurrentielle (_65 000 $)_
- Possibilités d’horaires flexibles
- Rabais sur la nourriture
- Formation complète rémunérée
- Possibilités d’avancement
- Stationnement gratuit
- Événements organisés par l’entreprise
- Possibilités de bénévolat pour Playground Cares

**Responsabilités**:

- Fournir un support technique pour résoudre une variété de problèmes liés au matériel, au logiciel et au réseau; une expérience en méthodes de diagnostic avancées et de dépannage est requise.
- Résoudre efficacement les incidents pour minimiser les temps d'arrêt opérationnels.
- Gérer les requêtes des utilisateurs en personne et via un système de tickets.
- Documenter les rapports d'incidents, y compris les étapes de résolution et les actions de suivi nécessaires.
- Escalader les problèmes techniques complexes vers le personnel IT de niveau supérieur et collaborer à des solutions.
- Installer, configurer et maintenir le matériel et les logiciels informatiques à travers l'installation.
- Mettre à jour en continu les compétences techniques pour suivre les avancées de l'industrie, avec la capacité de cont

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