IT Support Specialist

About the role

We are looking for an IT Support Specialist to join our service desk team. The role combines incident analysis, first‑ and second‑line support and direct assistance for both remote users and on‑site VIPs. You will help keep the IT environment stable and responsive.

Key responsibilities

• Act as Service Desk Agent, Incident Analyst and Problem Analyst, handling tickets from creation to resolution.
• Provide first‑ and second‑line support, aiming for high first‑contact resolution rates.
• Deliver remote and on‑site technical assistance, including dedicated support for VIP users.
• Install, configure and reconfigure PCs, workstations and user environments.
• Develop, maintain and update operational procedures and technical documentation.
• Create and manage knowledge‑base articles to drive continuous service improvement.
• Perform application testing, administration and basic maintenance.
• Collaborate with System Administrators and Database Administrators on operational tasks.

Required profile

• Proven experience in an IT support or Service Desk environment.
• Fluent in English and French with strong written and verbal communication skills.
• Customer‑oriented, solution‑driven and professional demeanor.

Required skills

• Windows 7 and Windows 10 operating systems.
• Microsoft Office suite.
• Active Directory management.
• Collaboration tools such as Microsoft Teams, Webex and Zoom.