IT Helpdesk Specialist

Coveo • Quebec, QC

7d

About The Position

Keep the business running smoothly behind the scenes! Have you ever been the person everyone turns to when technology gets in the way? As one of our IT Helpdesk Specialist at Coveo, you'll be the first point of contact for employees seeking technical assistance, helping them stay productive and focused on what matters most. From resolving technical issues to setting up new team members for success, you'll play a key role in delivering a seamless employee experience while growing your technical expertise in a collaborative and fast-paced environment.

Requirements

• At least one year of experience in a technical support, helpdesk, or service desk environment.
• Solid knowledge of Windows and macOS operating systems, computer hardware, and workplace tools such as Microsoft 365, Slack, and Zoom.
• Strong communication and customer service skills with the ability to explain technical concepts clearly.
• A proactive mindset, curiosity, and a genuine passion for solving problems and helping others.

Nice To Haves

• Experience with IT service management platforms such as Jira Service Management or ServiceNow.
• Familiarity with identity, access, and device management solutions such as Microsoft Entra ID, Okta, Google Workspace, Jamf, or Microsoft Intune.
• Understanding of networking fundamentals, including virtual private networks (VPN), domain name system (DNS), and Wi-Fi.
• Comfortable using command-line tools to investigate and troubleshoot technical issues.

Responsibilities

• Provide first-level support for internal technical issues, including account provisioning, password resets, device troubleshooting, and application support.
• Triage, prioritize, and resolve requests through our IT service management platform while ensuring clear and timely communication with users.
• Escalate complex issues to specialized teams and keep employees informed throughout the resolution process.
• Support employee onboarding and offboarding by preparing hardware and ensuring accounts and access are ready on time.
• Document recurring issues and solutions to strengthen internal knowledge and self-service resources.
• Contribute to continuous improvements that enhance the overall employee IT experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed