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IT Technician Iii

3 months ago

Montréal, Canada Altasciences Full time

Your New Company
At Altasciences we all move in unison to assist and work in the discovery, development, and manufacturing of new drug therapies to get them faster to people who need them. No matter your role, we all play an important part and you will have a significant impact on the health and well-being of people across the globe. By living our values of Employee Development, Customer Focus, Quality and Excellence, Respect and Integrity, we look to foster a passionate and collaborative work environment and we are looking for talented and enthusiastic people, like you, to join our growing team Whether you’re a recent college graduate or seeking your next career opportunity, it’s time to discover your future at Altasciences. We are better together and together We Are Altasciences.

About The Role

As a key member of the Altasciences IT Customer Support function, the IT Technician 3 is responsible for supporting Altasciences’ internal IT service customers in their usage of the tools provided by the Altasciences IT department such as Windows desktop and laptop computers, tablets, desktop and enterprise software, and mobile phones. The IT technician 3 responds to and tracks customer requests and solutions via an IT Service Management system. The IT Technician 3 is expected to be among the most knowledgeable and experienced IT Technician personnel for supporting the Altasciences internal customer community and will provide mentorship to junior technicians and act as point of escalation if required.

What You'll Do Here
- Resolve incidents and service requests submitted by our internal IT service customers through our Freshservice IT Service Management system.
- Help maintain an accurate inventory of IT assets through the conscientious and disciplined use of our IT Asset Management system.
- Enhance and develop quality customer support methods and communication skills and promote the same throughout the IT Customer Support function through the coaching of junior IT Technicians.
- Act as a point of contact with the Altasciences IT Operations team for the resolution of complex problems.
- Actively embrace our IT Customer Support goals, guiding principles, and work practices.
- Work with a high level of integrity, specifically with a focus on confidentiality and regulatory compliance with the information and data access that comes with the role.
- Support the development of solutions for common or recurring support issues.
- Work with other IT functions to support the implementation of technology and innovation projects.
- Display professionalism in oral and written communication that is clear, concise, organized, and understandable for the intended audience.
- Collaborate with other teams and individuals to gain other perspectives and opinions when planning and making decisions.
- Actively provide opinions, experience, knowledge, and expertise to others asking for feedback and looking to collaborate.
- Other related tasks.
- Be able to work on all Canadian sites if needed.
- Available for the IT Support phone rotation, during the evenings and weekends and when, normally, the department is closed.

What You'll Need to Succeed
- College degree in relevant field or equivalent work experience preferred.
- CompTIA certifications (A+, Network+, Security+) strongly desired.
- Advanced knowledge in the configuration, installation, and troubleshooting of desktop Windows operating systems.
- Advanced knowledge in desktop, laptop, and tablet PC hardware.
- Advanced knowledge in common Windows desktop software such as Microsoft Office, Antivirus/Antimalware, Webex, Zoom, Teams, and Web browsers (Chrome, Firefox, Edge), etc.
- Advanced knowledge in iPhone and Android mobile smartphone technology.
- Intermediate to Advanced knowledge in VPN technology, fundamental TCP/IP protocols (DHCP, DNS, IP Addressing/Subnets, TCP, UDP, ICMP), Windows Active Directory, RDP, Mobile Device Management, Windows Deployment Services, Remote Monitoring and Management systems, IT Service Management and IT Asset Management systems.
- Excellent diagnostic and problem-solving skills.
- Strong customer service and people skills.
- Strong organizational and time-management skills
- Fluent in both French and English

What We Offer

**Benefits**:
Altasciences offers a wide variety of benefits to help our employees live healthy and fulfilling lives both at and outside of work.

**Altasciences' Benefits Package Includes**:

- Health/Dental/Vision Insurance Plans
- 401(k)/RRSP with Employer Match
- Paid Vacation and Holidays
- Paid Sick and Bereavement Leave
- Employee Assistance & Telehealth Programs

**Altasciences' Incentive Programs Include**:

- Training & Development Programs
- Employee Referral Bonus Program

MOVING IN UNISON TO DELIVER A BIG IMPACT WITH A PERSONAL TOUCH

Altasciences is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop and retain highly talented employees from diverse backgr