Description

You will provide first and second level technical support for internal IT operations, applications, and telecommunication systems in a hybrid PC and Mac environment.

Responsibilities

• Act as the primary point of contact for employee and contractor technology support issues.
• Own support requests from initial intake through to successful resolution.
• Maintain computer systems, software applications, telephony, mobile devices, and network infrastructure.
• Coordinate hardware upgrades and replacements while maintaining accurate corporate asset inventories.
• Log all technical activity in ServiceNow and participate in call volume reduction initiatives through data analytics.

Required Skills

• 3+ years of IT experience in employee technology support.
• Proficiency in managing, configuring, and troubleshooting Microsoft and Apple desktop operating systems.
• Experience supporting PC and Mac hardware, as well as mobile devices like phones and tablets.
• Hands-on experience providing both onsite and remote end-user support.
• Experience using IT Service Management tools such as ServiceNow or HP Service Center.
• Proficiency with documentation and data reporting tools including Excel and Access.
• Ability to support senior-level executives and their assistants.
• Strong analytical skills to support reporting and self-serve capability initiatives.
• Ability to work independently, prioritize multiple tasks, and meet deadlines in a time-sensitive environment.

Preferred Skills

• Bachelor's degree or Diploma in business or technology.
• ITIL, Project Management, CompTIA A+, MCP, MCSA, or MCTS certifications.
• Familiarity with Compliance Standards such as PCI or SSAE 16.
• Network troubleshooting skills and bilingualism in English and French.

Key Skills

Education

Bachelor's degree