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IT Service Desk

3 weeks ago

Montréal QC, Canada Red Label Vacations Full time

**Position**:IT Service Desk

**Status**: Full Time

**Reports to**:Manager, Service Operations

**Location**:Office - Montreal

**Your Career Opportunity**

If you are a well-rounded IT service professional, have a great passion for customer service while keeping the network functioning for everyone, and are a natural when it comes to problem solving - this is the role for you

**How You Will Be Spending Your Time**
- Responding to helpdesk tickets and telephone calls requesting assistance for various IT/Telecom issues
- Analyze user requests to determine resolution
- Assist users by answering software and hardware related questions
- Evaluate the criticality of problems by effectively troubleshooting and when necessary, escalate problems
- Communicate with external vendors.
- Monitor/review alerts and escalate to service provider or IT personnel.
- Perform user logon/security administration functions creating users accounts in Active Directory, password resets, onboarding and offboarding employees.
- Record, monitor and respond to user requests utilizing helpdesk ticketing system.
- Perform basic telecom and enterprise service requests
- Troubleshoot and support VPN, VDI and Citrix connectivity issues.
- Create and license users in Office 365
- Configure new workstations and laptops for new employees
- Other duties as assigned.

**Specialized Knowledge, Skills, Attributes Required You Need to be Successful**
- Associate or bachelor’s degree in computer science, information systems, or similar
- CompTIA A+
- MCSA Windows 10 or Modern Desktop Administrator Associate (an asset)
- CompTIA Network + (an asset)
- At least two years' experience in an IT performance analysis and end-user support role
- Proficient in Windows 10, 11
- Proficient in MAC OS (asset)
- Knowledge of printer operation and hardware configuration
- Experience with desktop and laptops hardware (memory, CPU, hard drives, wireless, etc.)
- Team player
- Willing to work shifts and weekends
- Excellence in communication, interpersonal and customer service skills
- Bilingual in French and English
- Solid problem-solving skills
- Organizational skills

**Crew Advantages**
- Competitive salary
- 2 weeks’ vacation
- Medical and dental benefits
- 8 additional paid days [ 1 birthday; 5 sick days; 2 personal days; 1 volunteer day]
- Employer RRSP contribution program
- Awesome travel benefits for you, your friends and family
- Employee Assistance Program for you and your family members

**Who We Are**

**Are You Ready to Make Travel Legendary?**

The Company values diversity in the workplace and is committed to employment equity. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), the company will provide accommodation, accessible formats and communication supports for the interview upon request and we will work with you to meet your accessibility needs.

**Poste **:Service Desk IT

**Statut **:Temps plein

**Rend compte à **:Manager, Services Opérations

**Lieu de travail **:Bureau - Montréal

**Votre opportunité de carrière**

Si vous êtes un professionnel des services informatiques bien équilibré, que vous avez une grande passion pour le service à la clientèle tout en veillant à ce que le réseau fonctionne pour tout le monde, et que vous êtes doué pour la résolution de problèmes, ce poste est fait pour vous

**Comment vous occuperez-vous de votre temps ?**
- Répondre aux tickets de l’Helpdesk et aux appels téléphoniques demandant de l'aide pour divers problèmes informatiques/télécom.
- Analyser les demandes des utilisateurs afin de trouver une solution
- Aider les utilisateurs en répondant aux questions relatives aux logiciels et au matériel
- Évaluer la criticité des problèmes en procédant à un dépannage efficace et, le cas échéant, escalader les problèmes
- Communiquer avec les fournisseurs externes.
- Contrôler/examiner les alertes et les transmettre au fournisseur de services ou au personnel informatique.
- Assurer les fonctions d'administration de la connexion et de la sécurité des utilisateurs en créant des comptes d'utilisateurs dans Active Directory, en réinitialisant les mots de passe, en intégrant et en désintoxiquant les employés.
- Enregistrer, suivre et répondre aux demandes des utilisateurs à l'aide du système de billetterie du service d'assistance.
- Effectuer des demandes de services de base dans le domaine des télécommunications et de l'entreprise.
- Dépanner et prendre en charge les problèmes de connectivité VPN, VDI et Citrix.
- Créer des utilisateurs et leur attribuer des licences dans Office 365
- Configurer de nouveaux postes de travail et ordinateurs portables pour les nouveaux employés.
- Autres tâches assignées.

**Connaissances, compétences et qualités spécialisées requises pour réussir**
- Diplôme d'associé ou de bachelier en informatique, en systèmes d'information ou dans un domaine similaire
- CompTIA A+
- MCSA Windows 10