IT Helpdesk Specialist

4 weeks ago

Québec, Quebec, Canada LeddarTech- Automotive Software: Low-Level Sensor Fusion & Perception Full time
YOUR MISSION

The IT Helpdesk Specialist is a critical role responsible for offering technical support and ensuring the smooth functioning of all company. This role encompasses both reactive support, such as addressing user queries and issues, and proactive maintenance, such as updating systems and preventing disruptions.

Key Responsibilities

Helpdesk Support

- Serve as the first point of contact for the company employees seeking technical assistance over the phone, email, or chat
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Walk the customer through the problem-solving process, providing clear and concise instructions.

Issue Resolution and Escalation

- Record events, problems, and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions from customers to the appropriate internal team
- Identify and suggest possible improvements to procedures.

Maintenance and Updates

- Perform timely workstation hardware and software upgrades as required
- Ensure security and privacy of networks and computer systems

Training and Documentation

- Provide orientation and guidance to users on how to operate new software and computer equipment
- Organize and schedule upgrades and maintenance without deterring others from completing their work
- Prepare accurate and timely reports, documenting the operation of the systems

Collaboration and Communication

- Maintain open communication and positive working relationship with staff
- Proactively inform team members about any incidents or updates
- Participate in team meetings and provide input on improvement strategies

The ideal person for this job will have

- Proven experience as a Helpdesk Technician or other customer support role
- Tech-savvy with working knowledge of office automation products, databases, and remote control
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in Windows 10, Windows 11, Office Suite, Office 365, and Active Directory
- Good understanding of Backup System such as Veeam Backup and other similar solutions
- Excellent communication skills
- Customer-oriented and cool-tempered
- Level 1, 2 technician
- 1 to 3 years of experience
- Network+ / A+ certification is an asset
- Ability to travel between Montreal and Quebec as required (5-10% of the time)

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