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STA: Help Desk Specialist L1-2

2 weeks ago

Montréal QC HP C, Canada MSP Corp. Full time

Ready to take your career to the next level? Invest in yourself MSP Corp is a dynamic and evolving organization. Our team is energetic and multidisciplinary, performing at the highest levels. We thrive on the diversity of our team and believe that any candidate could be the talent to take us to the next level We thrive on the diversity of our team and believe that any candidate could be the talent to take us to the next level. We drive technology and performance by providing powerful toolsets, business support and professional services. Our team provides complete, turn-key solutions with one goal in mind — to ensure that we can deliver 100% any day, any 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
  • Perform user administration across various applications and systems including Active Directory, ERP, PLM and other systems
  • 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 minimal supervision

Why Work at MSP Corp

  • Benefits package.
  • Dynamic work environment.
  • Corporate gym discounts.
  • Wellness day.
  • Opportunities for growth and training.

Ready to make a difference? Join us and shape the future. Apply today

Diversity, Equity, and Inclusion: At MSP Corp, we believe that diversity, equity, and inclusion are essential for fostering a healthy and innovative work environment. We are committed to creating a workplace where everyone, regardless of age, gender, ethnicity, sexual orientation, ability, or any other characteristic, feels valued and respected. We encourage applications from individuals of divers backgrounds and perspectives and ensure a fair and inclusive recruitment process.

Thank you for your interest in this opportunity. We will only contact candidates whose profile closely matches the job requirements.