Help Desk Technician (Entry Level)

About the role

We are looking for an entry‑level Help Desk Technician to provide first‑line support to end users. You will act as the primary liaison between staff and the technology department, ensuring timely resolution of hardware and software incidents.

Key responsibilities

• Receive and respond to assistance requests via phone, email, chat or other interactive platforms.
• Diagnose and resolve technical hardware and software issues, following Service Level Agreement (SLA) guidelines.
• Record, track, and manage incidents in the ServiceNow ticketing system, including closure and verification.
• Provide remote user assistance and monitor incident progress against SLAs.
• Reconfigure and install PC environments, and keep documentation up to date on SharePoint and the knowledge base.
• Communicate with end users to confirm complete issue resolution.

Required profile

• Good spoken and written English and French (minimum B2 level).
• Entry‑level candidates with a solid understanding of general IT concepts.
• Ability to follow standard service‑desk procedures and maintain accurate records.

Required skills

• Microsoft Office 2019 / Microsoft 365 suite.
• Windows operating system, Linux and macOS basics.
• ServiceNow ticketing system.
• VPN solutions (e.g., Pulse Secure) and web‑conference tools such as Skype, Microsoft Teams, Zoom, WebEx.
• SharePoint and knowledge‑base documentation.