IT Help desk Technician level 2-3 (bilingual)

IT Help Desk Technician

IT Help Desk Technician responsibilities include:

• Serving as the first point of contact for Mintz Group/Mintz Global Screening employees seeking technical assistance
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by colleagues
• Based in the Mintz Global Screening Montreal office

Job brief

We are looking for a competent Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries from colleagues on basic technical issues and offer advice to solve them.

An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand problems and explain solutions. They must also be customer-oriented, patient, problem solvers and able to work independently.

The goal is to create value for employees that will help preserve the company’s reputation and business.

Responsibilities

• Serve as the first point of contact for colleagues seeking technical assistance via chat, email, phone or in-person
• Create and disable user accounts
• Provide IT onboarding for all new employees
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by colleagues
• Walk the colleague through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the helpdesk ticketing system
• Follow-up with colleagues to ensure issue has been resolved
• Pass on any feedback or suggestions by colleagues to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Writing, editing, and revising training manuals for new and updated software and hardware
• Diagnosing systems errors and other issues
• IMAC – Installs, Moves, Adds and Changes for all hardware and software products
• Maintain daily performance of computer systems
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems

Requirements

• Proven experience as a Help Desk Technician or other customer support role
• 5+ years of experience working in a help desk environment
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent oral communication and writing skills in French and English
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field

• Able to lift up to 45lbs.
• Accessible to the IT team afterhours and available to provide occasional afterhours support.

Technical Requirements

• Microsoft Windows Active Directory
• Citrix XenDesktop VDI
• iManage document management system
• Avaya/3CX phone system
• Microsoft Exchange 2013-2016-2019
• Microsoft Teams
• Microsoft Office 2013-2016-2019
• Adobe Acrobat 10-2020
• Various in-house developed web applications
• DUO/RSA and other 2FA programs
• Understanding of basic network/internet protocols
• Knowledge of IOS and Android mobile devices