IT Service Desk Technician

7 days ago

Québec, Canada soho square solutions Full time

**Job Details**

**IT service desk Specialist**

**Your mission**
As an IT service desk Specialist, your mission is to improve the user experience by providing a Hight class service.
You are responsible for prioritize requests, resolve first level end-user access problems, trigger required changes, and where required, escalate request to IT team members

In this role, you are requested to be available to work on week-end, 8h per day / 40h per week.

**Your Role & Main Responsibilities**
Be an active contributor to the employee experience
- Respond, research, resolve, assign and escalate end-user requests.
- Document customer interactions using ticket management software.
- Manage access requests according to information security policies and procedures.
- Respond to incoming and outgoing IT Support calls with respect to the IT Security policies and processes

**Be contributor to elevate the IT service desk function**
- Contribute to the incident management process (incident identification and classification, problem investigation, incidents solutions and escalation).
- Trigger change management processes on hardware software and other information assets.
- Provide analysis of IT Support metrics (requests, incidents, etc..)
- Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues daily, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues.

**Be an inspirational and motivational colleague**
- Share your knowledge with the team members & Contribute to the Team Knowledge Base
- Contribute to the collaborative and stimulating work environment
- Be a change agent & Agile mindset promoter
- Be connected to the industry to know tendencies and suggest innovative ideas

**Your Qualifications**
- Be interested to work in an environment using Kanban methodologies
- Display strong customer service skills and interpersonal skills.
- Ability to explain complex IT concepts in simple terms
- Possess strong analytical and problem-solving skills
- Possess strong documentation and communication skills.
- Desire to investigate problems.
- Able to accurately follow written technical work instructions.
- Bilingual, French and English.

**Technical skills**
- Possess knowledge of Active Directory, Microsoft Windows, Ticketing, and Office365 (O365).
- Possess knowledge of tools such as SCCM/Intune, Jira, PowerShell, and Azure AD are considered strong assets.
- Display information technology security awareness.

**Job Type**: Fixed term contract
Contract length: 12 months

Pay: $25.00-$27.00 per hour

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Vision care
- VRSP

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay
- Commission pay
- Overtime pay
- Retention bonus
- Signing bonus
- Tips

**Experience**:

- Ticketing: 1 year (required)
- IT Service Desk Technician: 3 years (required)
- Active Directory, Microsoft Windows, Office 365: 1 year (required)
- SCCM/Intune, Jira, PowerShell,: 1 year (required)

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