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Sta: Help Desk Specialist L1-2

3 weeks ago

Montréal, Canada MSP OPERATIONAL CORP Full time

As we continue to grow, we are looking for a Bilingual **Help Desk Specialist L1-2**to join our client's team.

**About the Role**

As **Help Desk Specialist L1-2**, you will be an integral player for our client. Owning the Help Desk processes, you will be responsible for handling incidents and requests (Level 1 & 2 support tickets) to assist employees. You will provide fast, courteous, and efficient service to maintain a high level of user satisfaction.
- **
Schedule**: Monday to Friday, 40 hours per week, 8:30 a.m. - 5:00 p.m, occasional weekend support
- ** Location**: Ville Saint-Laurent, QC
- ** Work Mode**: On-Site 4 days/week

**What You Will Do**
- Follow-up on tickets (requests and incidents) closely with end-users and ensure ticket lifecycle does not exceed defined standard
- Manage and configure the ticketing system to ensure efficient tracking and resolution of support requests
- Identify recurring issues and propose improvements to reduce ticket volume and enhance user experience
- Provide technical support for users and devices (PCs, laptops, Macs, smartphones), including troubleshooting, resolution, and escalation of issues.
- Provide basic system support (ERP, PLM, etc..)
- Coordinate IT onboarding and offboarding processes, including provisioning/deprovisioning of hardware, software, and access rights
- Manage licenses, maintain contracts, domain registrations, and renewals
- Prioritize and manage multiple requests based on urgency/impact of request
- Work closely with other IT team members on key projects and initiatives
- Ensure documentation is regularly updated and accessible, including procedures, FAQs, and troubleshooting guides
- Collaborate and participate in management of escalations of incidents and service requests internally with business analysts or with our 3rd party vendors
- Measure and report Help Desk KPIs to the IT Director.

**What We Are Looking For**
- DEC or BAC in Computer Science, Information Systems, or a related field, or equivalent experience
- Minimum 3-5 years experience in a similar position
- Bilingualism (French and English) is required - proficiency in both languages is required.
- Strong interpersonal and communication skills, with a customer-first mindset
- Experience with ticketing systems (ATERA is an asset)
- Troubleshooting, and problem-solving skills.
- Ability to help users install and configure smartphones
- Experience with Windows and Mac environments (Desktop and Laptops)
- Strong knowledge of Windows, iOS, Office 365, Sharepoint, Teams, Active Directory, Power BI
- Experience with ERP/PLM/WMS systems - Visual & PLM Next is an asset
- In-depth knowledge of the Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
- Knowledge of Adobe Illustrator, an asset
- Exceptional time management and self-management skills.
- Self-motivated and directed,
- Ability to prioritize and multi-task several requests in parallel
- Able to work independently or in a team with mínimal supervision

**Why Work at MSP Corp**
- Benefits package.
- Dynamic work environment.
- Corporate gym discounts.
- Wellness day.
- Opportunities for growth and training.