Technical Helpdesk Associate IV

Service Desk Technician

We are seeking a highly motivated and experienced Service Desk Technician to join our IT Service Desk team. This role provides essential first-line technical support to our service department, troubleshooting infrastructure issues (servers, networks, phone systems, and cloud infrastructure, including Office 365) to ensure seamless operations for our clients, both remotely and on-site as required. This role requires an individual who thrives under pressure and possesses an unwavering commitment to excellence. On-site presence will be required, sometimes with little notice.

Key Responsibilities

• Provide first-line support for our customers, troubleshooting issues and ensuring high levels of system performance and reliability. This role demands prompt resolution of problems to maintain optimal service delivery timelines. Prompt resolution of incidents is expected.
• Assist with onboarding new employees by configuring workstations and software.
• Administer and manage servers, networks, and cloud environments (Azure and Office 365). This may involve on-call rotations and after-hours maintenance.
• Assist in various IT projects, including system enhancements, staging and large volume imaging which can range from mundane tasks to complex implementations. Flexibility is key.
• Troubleshoot Workstations, Networks, ADDS, DNS, DHCP, File Servers, etc.
• Assist with Security reviews, Backup audits, upgrades, and optimization to ensure system integrity and security.
• Follow hardware and software policies, establishing secure practices and machine best practices.
• Ensuring timely updates on incident status, upcoming changes, and agreed service interruptions to clients is crucial.
• Provide French language support for our customers as needed.
• Document common issues and create knowledge base articles for future reference. Attention to detail is crucial.

Qualifications

• Demonstrated ability to collaborate effectively and communicate clearly within a team environment, including mentoring and assisting other technicians with varying skill levels.
• Completion of a post-secondary program in Information Technology or a related field, or equivalent education and experience. CompTIA A+, Network+, and Security+ certifications are preferred.
• A minimum of five (5) years of experience in a managed services technical role.
• Expertise in Microsoft Office 365 and a thorough understanding of Azure Active Directory.
• Comprehensive knowledge of networking concepts and technologies, including routers, switches, firewalls, LAN, WAN, VPN, network security systems, and intrusion detection systems.
• Experience with Intune, Defender, Exchange, and other Microsoft applications.
• Fluency in English (written and verbal). French is an asset.
• Valid driver's license and reliable transportation.
• Ability to travel to various locations as required.
• Demonstrated ability to work effectively under pressure and manage multiple tasks concurrently. Multitasking is a must.
• Willingness to work flexible hours and participate in an on-call rotation.