IT Technician II

An IT Technician II is responsible for supporting Altasciences' users in their usage of the tools provided by the IT department such as computers, telephones, software, laptops, mobile phones, etc. An IT Technician II responds to and tracks user requests and solutions via an automated Helpdesk System. The IT Technician II will support the more junior technicians and act as a point of escalation if required.

Responsibilities

Provide accurate and creative solutions to user problems; Enhance and develop quality support methods and communication skills through coaching feedback; Provide support and coaching to the junior technicians (IT Technician I); Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction; Research, resolve, and respond to questions received via phone calls and emails in a timely manner; Participate in team projects that enhance the quality or efficiency of help desk service; Use the IT Service Management system to record calls, document issues, and communicate the solutions for incidents; Identify recurring problems and help end users to resolve them; Troubleshoot problems encountered by staff members, user account, email and user profiles creation / management; Train and support more junior IT staff in the correct use of the hardware and software that are part of the network; Prepare computers, including validated systems for delivery to employees and load them with the appropriate software and operating system; Suggest improvements and upgrades to hardware and software

Requirements

A college degree in an IT-related program; Minimum of 3 years of related experience; Excellent communication skills in French and English; Certificates/Licenses/Registrations: CompTIA A+, Network+, and/or Security+ certifications; Able to lift weights of up to 50 pounds; Intermediate to advanced knowledge in the configuration, installation, and troubleshooting of Windows 10/11 and Cisco Phone Equipment; Intermediate to advanced knowledge of PC and laptop hardware; Intermediate to advanced knowledge in mobile smartphones, iPhone, Android; Intermediate to advanced knowledge in Microsoft Office, printer management, DHCP, DNS, TCP/IP, Active Directory, Remote Desktop Services, AirWatch Mobile Device Management, Windows Deployment; Ability to read and interpret technical documents and industry specific manuals; Ability to write advanced reports and correspondence; Well-developed interpersonal skills are required; Personal/professional integrity and proven discretion in handling confidential information; Ability to develop strong trusting relationships to gain support and achieve results; Capable of managing multiple conflicting priorities; Must be self-directed, motivated, and have a willingness to take the initiative to identify and anticipate client needs and make recommendations for implementation; Demonstrated technical skills, with the ability to learn new equipment and procedures quickly; Excellent customer service skills; Excellent organizational and time-management skills; Excellent diagnostic and problem-solving skills; Ability to effectively prioritize tasks; Able to work independently under tight deadlines and as part of a team; Fluency in English is an essential requirement for the position

Benefits

Health/Dental/Vision Insurance Plans; 401(k)/RRSP with Employer Match; Paid Vacation and Holidays; Paid Sick and Bereavement Leave; Employee Assistance & Telehealth Programs; Telework when applicable; Training & Development Programs; Employee Referral Bonus Program; Annual Performance Reviews; Free parking for employees at Laval and Montreal sites