IT Helpdesk Technician – User Support

About the role

We are looking for an IT Helpdesk Technician to serve as the primary point of contact for users regarding their workstations and overall IT environment. The role involves providing end‑user support, managing incidents, and ensuring high service quality and user satisfaction.

Key responsibilities

• Serve as the primary interface for user IT support requests.
• Perform initial diagnostics and resolve Level 1 & Level 2 incidents.
• Manage and track incident tickets using ServiceNow.
• Ensure follow‑up until full resolution and user satisfaction.
• Maintain and update documentation such as reports, procedures, and knowledge‑base articles.
• Provide remote support and troubleshoot IT equipment.

Required profile

• Bachelor’s degree (Bac+2/3 minimum).
• 4+ years of experience in Service Desk / IT Support.
• Strong knowledge of Windows, Unix, and office environments.
• Experience with ServiceNow is a plus.
• Fluent in English and French.
• Strong communication, problem‑solving, and prioritization skills.

Required skills

• Windows operating system.
• Unix operating system.
• ServiceNow ticketing platform.
• Remote support techniques.
• IT equipment troubleshooting.
• Microsoft Office suite.