Associate, Service Desk, EBOX

Key Responsibilities

• Provide technical assistance and support for incoming end-user requests and issues related to computer systems, software, and hardware, in both French and English.
• Install, configure, and maintain computer systems and peripherals.
• Manage user accounts and permissions in Active Directory.
• Administer email systems and remote access tools.
• Record, track, and document the problem-solving process and actions taken until final resolution in the ticketing system.
• Escalate service requests to IT support teams or appropriate operational support teams as needed.
• Assist with Service Desk and IT projects and initiatives as required.
• Maintain an inventory of IT equipment and supplies.
• Ensure compliance with company policies and procedures.
• Follow up with users, provide feedback, and ensure issue resolution.
• Develop solutions and responses, and document FAQs for end users within the Service Desk environment.
• Demonstrate strict confidentiality regarding any information accessed while working on user systems.
• Perform other related duties as required.

Qualifications

• Bachelor’s degree or college diploma in Information Technology, Computer Science, or an equivalent combination of education, training, and experience.
• Professional IT certifications or product certifications are considered assets (CompTIA A+, Network+, or similar).
• Minimum of one (1) year of experience in a Service Desk or IT support role, with strong knowledge of computer hardware, including mobile devices and virtual environments.
• Fluency in French and English (spoken and written).
• Strong knowledge of Windows and Mac operating systems.
• Knowledge of O365 administration (Exchange, SharePoint, OneDrive, and Teams), Active Directory (including Azure AD), and Intune.
• Familiarity with Microsoft Office Suite and common business applications.
• Basic knowledge of network infrastructure and security principles.
• Ability to use PowerShell scripting for automation and task management.
• Knowledge of ITIL practices.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.