IT Help Desk L1

Status: Full-time, Permanent Position | Location: Vaudreuil-Dorion, QC

Report To: IT Help Desk Manager | Service: Information Systems

Overview
Reporting to the IT Help Desk Manager, the IT Help Desk – L1 will have the hands-on responsibility for supporting and continuously improving Fastco’s IT infrastructure. The IT Help Desk – L1 will aid in supporting the IT help desk and network environment for employees seeking workstation, application, and connectivity related support. The company’s main infrastructure operates in a hybrid Microsoft environment.

This position requires you to respond to and provide after-hours support during emergencies or escalated issues with the possibility of travel as needed.

Responsibilities

• Handle user interactions with diplomacy and tact; gauge a user's technical abilities and communicate in a non-condescending fashion using appropriate technical or non-technical language.
• Identify and resolve IT issues and requests in a timely manner.
• Escalate and communicate issues with higher tiers within the IT department.
• Ensure all work is properly and thoroughly documented using Fastco’s ITSM system.
• Install and upgrade IT hardware and software.
• Assist with onboarding new employees and ongoing IT training.
• Assist with IT documentation and technical specification sheets.
• Support and assist in maintaining the IT hardware inventory.
• Microsoft 365 support — Frontend support for all Business Apps.
• Stay up to date on IT skills and industry best practices.
• Provide remote support; Branch and Mobile user support.
• Support Fastco’s VoIP and Call center system.
• Provide on-call after-hour IT support on a rotational basis.
• Assist in IT infrastructure projects.
• Responsibilities will evolve accordingly with IT infrastructure changes.

BEHAVIOURS

• Excellent analytical and problem-solving skills.
• Excellent technical understanding.
• Able to multi-task, prioritize, manage workload and adapt to changing business conditions.
• Strong organizational skills.
• Dynamic personality, excellent interpersonal skills, facilitator, self-motivated and driven.
• Excellent verbal and written communication skills.
• Demonstrates a positive attitude in work and remains calm in stressful situations.
• Demonstrates a high degree of adaptability and initiative.
• Comfortable learning new technologies quickly, and perpetually.

Qualifications

• Associate or Bachelor's degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required.
• Experience and knowledge in computer and mobile hardware.
• Minimum of 1 year experience with Microsoft Windows systems.
• Knowledge of Active Directory (Experience a strong asset).
• Knowledge of the OSI Model, LAN, WAN, Wireless, and VPN technologies.
• Knowledge of NTFS and Share systems (Experience a strong asset).
• Experience supporting Microsoft 365 Apps (SharePoint an asset).
• Experience with MacOS environments and softwares (Creative Cloud an asset).
• Knowledge of SAP ByDesign an asset (Experience with SAP products an asset).
• Strong knowledge in IT end-user help desk activities.
• Experience or knowledge of the automobile industry an asset.
• Excellent command of French, both spoken and written. Knowledge of English required.

This position may require occasional travel.