Help Desk Specialist

Position:
Tier 2 Technology Analyst

Location:

Sainte-Anne-de-Bellevue, QC

1 year contract

We are seeking a Tier 2 Deskside Support Analyst to provide technical support services to users across the organization. The successful candidate will troubleshoot and resolve technical issues, support a variety of software and hardware platforms, and ensure end-user technology remains secure, stable, and reliable. Responsibilities include account administration, hardware and software troubleshooting, issue diagnosis and resolution, software installation, end-user documentation, and other tasks related to end-user support and readiness.

• Work under general supervision and perform duties in accordance with established objectives and guidelines.
• Take ownership of assigned work and make decisions within established procedures and escalation paths.
• Act as a liaison with internal and external support teams to identify, troubleshoot, and resolve hardware and software issues.
• Escalate complex issues and provide recommendations to management as appropriate.
• Support the stability, reliability, and performance of desktop systems across the organization.
• Stay current with emerging technologies and industry best practices.
• Demonstrate strong teamwork, professionalism, and customer service skills.
• Apply analytical thinking and problem-solving skills to identify root causes and implement effective solutions.

• Provide Tier 2 technical support via phone, email, ticketing systems, and remote support tools in a timely and professional manner.
• Log, prioritize, and manage incidents and service requests while ensuring users receive regular status updates.
• Communicate effectively with end users using corporate communication and collaboration tools.
• Troubleshoot and resolve issues related to desktops, laptops, software applications, mobile devices, peripherals, and user access.
• Perform basic troubleshooting and investigation of network, server, storage, and enterprise application issues and elevate as required.
• Support and administer Microsoft Windows 11, Active Directory, SCCM, Microsoft 365, and Dell hardware environments.
• Continuously maintain and enhance technical knowledge and capabilities.
• Create and maintain technical procedures, user guides, and support documentation.
• Participate in testing, deployments, and technical projects as assigned.

• Diploma or degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience providing support in a Deskside Support or Help Desk environment, or an equivalent combination of education and experience.
• Experience providing support in person, by phone, and via email.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service and communication skills.
• Experience with Microsoft Windows, Active Directory, SCCM, Microsoft 365, and desktop hardware support.
• Must be eligible to obtain and maintain Reliability Status Security Clearance and successfully pass a Controlled Goods Program (CGP) assessment.
• Must be fluent in English and French.