IT Helpdesk L1 Technician

OVERVIEW

Reporting to the IT Help Desk Manager, the IT Help Desk L1 Technician is responsible for handling incoming support requests, providing first-level troubleshooting, and escalating more complex issues as needed. The ideal candidate will have strong technical problem-solving skills, a customer-first mindset, and a desire to grow in the IT field.

This position requires you to respond to and provide after-hours support during emergencies or escalated issues with the possibility of travel as needed.

RESPONSIBILITIES

Technical Support & Troubleshooting

• Respond to help desk tickets, phone calls, and emails, providing first-level support for IT issues.
• Diagnose and resolve basic hardware, software, and network problems for end-users.
• Provide support for Windows and macOS workstations, Microsoft 365, printers, and peripheral devices.
• Assist users with password resets, account access issues, and general troubleshooting.
• Follow standardized troubleshooting procedures and escalate issues when necessary.

User Support & Customer Service

• Deliver exceptional customer service by maintaining a friendly and professional approach to troubleshooting.
• Communicate technical solutions in a clear and non-technical manner to end-users.
• Assist new employees with device setup, system access, and IT onboarding processes.
• Educate users on best practices for IT security and data protection.

Help Desk Operations & Documentation

• Work within FreshService (Freshdesk ITSM) to log, track, and resolve IT support tickets.
• Document troubleshooting steps, solutions, and common issues to improve the knowledge base (ISKB).
• Monitor IT help desk queues and ensure tickets are addressed in a timely and efficient manner.
• Follow IT security policies when handling sensitive user data and system access requests.

Hardware & Software Support

• Install, configure, and troubleshoot company-approved software applications.
• Assist with basic network connectivity issues, including Wi-Fi and VPN troubleshooting.
• Support and maintain office printers, scanners, and other IT peripherals.
• Perform routine system updates, patches, and antivirus scans to keep devices secure.

Collaboration & Continuous Learning

• Work closely with Help Desk technicians to resolve escalated issues.
• Participate in IT team meetings and contribute to process improvement discussions.
• Stay updated on the latest IT technologies, security threats, and industry's best practices.

Asset Management & Inventory

• Assist with tracking and maintaining IT assets including laptops, desktops, mobile devices, and peripherals.
• Support device lifecycle processes such as deployment, recovery, and disposal in accordance with company policies.
• Participate in periodic audits of IT equipment and help reconcile inventory discrepancies.

SKILLS

• 1+ years of experience in IT support, help desk, or technical support role.
• Strong troubleshooting skills for Windows, macOS, M365, and general hardware issues.
• Basic understanding of Active Directory, user account management, and group policies.
• Familiarity with ticketing systems (FreshService or similar ITSM tools).
• Strong communication and customer service skills in English and French.
• Ability to prioritize tasks and work efficiently in a fast-paced environment.
• A proactive and eager-to-learn attitude with the ability to adapt to new technologies.

QUALIFICATIONS

• CompTIA A+ or ITIL certification is a plus.
• Experience with basic networking concepts (IP addressing, Wi-Fi, VPN troubleshooting).
• Previous experience supporting remote users in a hybrid or fully remote work environment.
• Exposure to Dayforce scheduling software or similar workforce management tools.

*** This position may require occasional travel.