Desktop Technician

Teema Group; Sainte-Anne-de-Bellevue; On-site; CAD 42,000 - 54,000; Full time

Job summary

Teema Group invites applications for a Service Desk Agent to provide first-level technical support and guide end users across offices. The role emphasizes ITIL-aligned processes, strong problem-solving, and bilingual English/French communication.

Candidates should be able to operate within established guidelines, use corporate Service Management tools, and collaborate with field service personnel to resolve issues efficiently.

Qualifications

• Functional knowledge of ITIL practices.
• Fluent in English and French.
• Ability to obtain Reliability Status security clearance and CGP.
• Effective team collaboration and professional demeanor.

Responsibilities

• Provide first-level technical and user support via phone, email, and remote tools.
• Enter, prioritize, and manage Incidents and Service Requests with timely updates.
• Communicate clearly with end users in English and French.
• Troubleshoot and resolve end-user hardware/software issues; escalate when needed.
• Investigate network, server, storage, and enterprise app issues as required.
• Maintain and update Service Desk procedures and documentation.

Skills

ITIL knowledge

Team player

Analytical problem-solving

Bilingual English/French

Tools

Windows 10

Active Directory

SCCM

Office 2016/O365

Job description

Work is generally supervised and performed in accordance with established objectives and guidelines. Technical guidance is provided by the Team Lead or Manager.

The Service Desk Agent takes some independent actions regarding assigned work.

Decisions are typically made within established guidelines.

You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalation or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.

Provide support to ensure stable, reliable desktop systems to the MDA user community across all offices.

Should have functional knowledge of ITIL best practices and stay abreast of new technologies.

Must be a good team player with the ability to work well with others and demonstrate a professional demeanor

Strong analytical and problem–solving skills with the ability to identify root causes

Responsibilities:

Using the corporate Service Management tool, you will provide exceptional first-level technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner

Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets

Use customer service skills to clearly and effectively communicate with end users in English and/or French languages, using corporate telephony and messaging tools

Perform analysis, troubleshooting, and resolution of end-user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalation when required

Perform basic analysis, troubleshooting, and investigation into network, server, storage, and enterprise application issues and inquiries and escalation as required

Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration

Continually maintains and upgrades technical capabilities and knowledge

Creates and maintains Service Desk procedures, user guides, and support documentation

Participates in technical testing and projects as directed

Comments/Special Considerations:

Successful candidates must obtain and hold security clearance at the Reliability Status level and pass a security assessment for the Controlled Goods Program (CGP).

Candidates must also be fluent in both English and French languages and must be flexible on work schedules, as the Service Desk provides extended support hours
(7:00 am-8:00 pm Eastern) Monday to Friday.