JOB DESCRIPTION

Insight Global is seeking to hire an IT Support Specialist to join an international corporate and manufacturing company. In this position you will be responsible for installing, maintaining, and supporting PC's and printers, troubleshooting data network and VOIP communication issues, and tracking break/fix information in a centralized incident tracking system.

A typical day can include:

• Bilingual: Provide support in French and English
• First Point of Contact: Serve as the initial point of contact for all IT-related inquiries, incidents, and service requests from employees.
• Technical Support: Provide timely and effective technical support to resolve hardware, software, and network issues for end-users.
• Troubleshooting: Diagnose and troubleshoot technical problems, including desktops, laptops, printers, and mobile devices.
• Ticket Management: Service Now, manage and prioritize service desk tickets using our ticketing system, ensuring all issues are tracked and resolved within established service level agreements (SLAs).
• Documentation: Maintain accurate records of all service requests, resolutions, and troubleshooting steps taken for future reference.
• User Training: Offer basic training and guidance to end-users on IT systems, applications, and best practices. - Software Installation: Assist with software installations, updates, and configurations on user mobile devices.
• Security Compliance: Ensure compliance with IT security policies and protocols, including user access management and password resets.
• Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware rollouts, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.
• Install, maintain, and support the operation of network printers, Windows based workstations and laptops, and a nation-wide VOIP telecommunications system Provide 1st/2nd level Help Desk support
• Assist with the on boarding of new employees by ensuring that new user accounts and access is configured, and computers are setup. Ensure management of assets as part of the Onboarding and Off-boarding processes.
• Responsible for managing events and IT security alerts such as Antivirus notifications, Software patches and Health status of IT infrastructure components.
• Assist with procurement of IT hardware for Canada-based users.

REQUIRED SKILLS AND EXPERIENCE

• Fluent in FRENCH AND ENGLISH with experience providing technical support in both languages.
• 3+ years of experience with Apple/iMac for rollouts, refreshes, and troubleshooting.
• 3+ years of experience supporting Windows 10 and Windows 11.
• 3+ years of break-fix experience on-site and remotely.
• High School Diploma or greater.
• Exposure to procuring hardware and software from vendors.

NICE TO HAVE SKILLS AND EXPERIENCE

• A+ or any relevant IT certifications.
• Experience supporting end users in USA and Canada.