Job Description

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.