IT Technician II

AnIT TechnicianIIis responsible for supporting

Altasciences’users in their usage of the tools provided bytheIT department such as computers, telephones, software, laptops, mobile phones, etc.

AnITTechnicianIIresponds to and tracks user requests and solutions via an automated Helpdesk System. The IT TechnicianIIwill support the more junior technicians and act as a point of escalation if required.

• The computer technician providesaccurateand creative solutions to user problems.

• Enhance and develop quality support methods and communication skills through coaching feedback.

• Provide support and coaching to the junior technicians (ITTechnicianI).

• Assistin the resolution of user and support issues among company sites to ensuretimelydistribution of knowledge and positive impact on user satisfaction.

• Research, resolve, and respond to questions received via phone calls andemailsin a timely manner.

• Participate in team projects that enhance the quality or efficiency of help desk service.

• Use the IT Service Management system to record calls, document issues, and communicate the solutions for incidents.

• Identifyrecurringproblems andhelpendusersto resolve them.

• Troubleshootproblemsencounteredby staff members, user account,emailand user profiles creation / management.

• Trainand support more junior ITstaffin the correct use of the hardware and software that are part of the network.

• Preparecomputers, including validated systems for delivery to employee sand loadthem with the appropriate software and operating system.

• Suggest improvements and upgrades to hardware and software.

• Acollege degree in an IT-related program
• Minimum of3 yearsof related experience
• Excellent communication skills in French and English
• Certificates/Licenses /Registrations:
  
  CompTIA A+, Network+, and/or Security+certifications.
• Able to lift weights of up to 50 pounds
• Intermediate to advanced knowledge in the configuration, installation, and troubleshooting of Windows 10/11 and Cisco Phone Equipment.
• Intermediate to advanced knowledge of PC and laptop hardware.
• Intermediate to advanced knowledge in mobile smartphones, iPhone, Android.
• Intermediate to advanced knowledge in Microsoft Office, printer management, DHCP, DNS, TCP/IP, Active Directory, Remote Desktop Services, Air Watch Mobile Device Management, Windows Deployment
• Ability to read and interpret technical documents and industry specific manuals.
• Ability towriteadvanced reports and correspondence.
• Well-developed interpersonal skills are required.
• Personal/professional integrity and proven discretion in handling confidential information.
• Ability to develop strong trusting relationshipstogain support and achieve results.
• Capable of managing multiple conflicting priorities
• Must be self-directed, motivated, and have a willingness to take the initiative toidentifyandanticipateclient needs and make recommendations for implementation.
• Demonstrated technical skills, with the ability to learn new equipment and procedures quickly.
• Excellent customer service skills
• Excellent organizational and time-management skills
• Excellent diagnostic and problem-solving skills
• Ability to effectively prioritize tasks
• Able to work independently under tight deadlines and as part of a team

Altasciences strives to provide a French working environment for its employees in Quebec. Although as part of its francization program has taken all reasonable steps to avoid imposing the above-mentioned requirement. Fluency in English is an essential requirement for the position of IT Technician II including, but not limited to, for the following reasons:

• The requirement to have study protocols, designs and clinical research documents written and documented in English as required by industry regulatory agencies.
• Th…