IT Helpdesk Specialist

**Push the boundaries of tech. In your sweatpants.**

We’re looking for an experienced IT Helpdesk Specialist to help us change the way the world works. Here, you’ll be part of Corel’s Global IT Helpdesk team with team members around the world from America to Europe to Africa and Asia. As an IT Helpdesk Specialist, you will provide 1st and 2nd Level Support for Software, Cloud Solutions, Apps and Hardware. You will be the first point of contact for our internal customers in Canada, United States and LATAM region and you will collaborate with your IT Helpdesk colleagues from around the globe to ensure a successful and reliable service.

The top creative and technical minds could work _anywhere. _So why are so many of them choosing Corel? Here are three reasons:

- ** This is the moment. **It’s an exciting time at Corel, with new leadership, a refreshed brand, and a whole new approach to changing the way the world works. We’re at the forefront of a movement, and we want you to ride this wave with us.
- ** We want **_you_** to be **_you_**. **Too often, companies tell you about their culture and then expect you to fit it. Our culture is built from the people who work here. We want you to feel safe to be who you are, take risks, and show us what you’ve got.
- ** It’s your world. **We know you have a life. We want to be part of it, but not all of it. At Corel, we’re serious about empowering people to work when, how, and where they want. Couch? Sweatpants? Cool with us. We believe that happy employees mean happy customers. That’s why we hire amazing people and get out of their way.

Sound good so far? _Awesome._ Let’s talk more about the role and see if we’re destined to be together.

**THE ROLE**:

- Be the first point of contact for our internal customers in Canada, United States the LATAM region and collaborate with your IT Helpdesk colleagues from around the globe to ensure a successful and reliable service.
- Provide 1st and 2nd Level Support for Software, Cloud Solutions, Apps and Hardware.
- Provide support via Ticketing system, Phone, Remote Desktop session as well as onsite at our office in Ottawa when needed.
- Purchase client hardware (Laptops, MacBooks, Accessories).
- Install, setup and provision client hardware for new hires and as part of the hardware refresh cycle
- Keep inventory of client hardware in the asset management system.
- Administrate and maintain user accounts and permissions in various systems (i.e., local Active Directory, Microsoft 365, Azure Active Directory, SharePoint Online, Exchange Online, Single Sign-On solutions, VPN, Intune, etc.).
- Write and maintain internal knowledge base articles, instructions, and procedures to share within the global IT Helpdesk team.
- Collaborate with the Cloud IT Team to deliver and support on IT projects and initiatives.
- Assist for system administration tasks within the corporate infrastructure as needed.

**YOU**:

- Bachelor’s degree in IT / tertiary education in related field, or equivalent combination of education and experience
- 5+ years’ experience at an IT Helpdesk providing end user support
- Fluent in English
- Customer Service oriented, with a strong desire to help users in a quick and efficient manner from first contact to resolution
- Strong client facing and communication skills
- Strong analytical, technical, and problem-solving thinking
- Experience in a remote work environment (Remote Control Software, VPN Solutions, user guidance)
- Extensive knowledge in installation, operation, troubleshooting and management of Windows 10, Windows 11 and macOS
- Knowledge in administration of Microsoft 365 (Azure AD, Exchange, SharePoint, One Drive, Teams) through the visual user interface or similar environment
- Good knowledge of Local Active Directory (i.e. user accounts, groups, permissions)
- Knowledge in management and operation of client based virtual environments such as Parallels, VMware or HyperV

The following are not required, but definitely nice to have:

- Some experience in IT system administration, i.e. Exchange PowerShell
- Some experience in vendor relationship management
- French language skills

**US**:

- We have millions of users and decades of innovation under our belts.
- We offer a work-from-anywhere workspace - and we mean it. There is no pressure to work daily in an office whatsoever.
- We have flexible work arrangements and locations to suit your style.
- Hours are flexible, too You’ve worked hard to build your life, and we don’t want you to give it up for work.
- Our team is growing fast, and there’s a _ton _of energy and a lot of really smart, motivated, fun people ready to welcome you in.

**About Corel**

Corel is a beloved and trusted industry titan fueled by make-everything-easier flexibility. With a 30+ year legacy of innovation, we understand where you've been, and we're uniquely equipped to get you where you want to be. Our comprehensive collection of creative, collaborati