The Helpdesk Level 1 Technician provides first-line technical support to end-users by troubleshooting hardware, software, and network-related issues. This role is responsible for ensuring efficient and effective resolution of IT incidents and service requests while maintaining high levels of customer satisfaction.
Key Responsibilities:
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Respond to incoming technical support requests via phone, email, or ticketing system.
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Diagnose and resolve basic hardware, software, and network issues.
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Escalate complex issues to Level 2 or appropriate teams when necessary.
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Assist users with account setup, password resets, and software installations.
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Document troubleshooting steps and solutions in the ticketing system.
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Provide guidance to end-users on IT best practices and system usage.
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Perform basic system maintenance and updates as required.
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Collaborate with IT team members to improve processes and service quality.
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Maintain an organized and professional approach to handling IT support requests.
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Follow company IT policies and security protocols.
Required Technical Knowledge:
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Fundamental knowledge of Windows and macOS operating systems.
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Understanding of basic networking concepts (IP addresses, DNS, DHCP, VPNs).
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Experience with Microsoft 365 (Outlook, Teams, SharePoint, etc.).
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Familiarity with ticketing systems and remote desktop tools.
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Basic troubleshooting of printers, peripherals, and mobile devices.
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Knowledge of antivirus and security best practices.
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Awareness of Active Directory and user management basics.
Qualifications & Experience:
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Certificate or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
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1+ years of experience in an IT support/helpdesk role.
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Ability to handle confidential information with discretion and good judgment.
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Strong problem-solving skills and attention to detail.
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Excellent verbal and written communication skills.
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Ability to work in a fast-paced environment and prioritize tasks effectively.
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Customer-oriented approach with a willingness to learn and adapt.
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Bilingual (French and English*), spoken and written. (*) This qualification is required as you will be interacting with partners, vendors, internal/external clients and/or staff across Canada on a regular basis.
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