End User Support Technician

Dhilmar; Rouyn-Noranda; Hybrid; CAD 52,000 - 76,000; Full time

Benefits offered by this job

Remote-site housing

Job summary

Dhilmar Éléonore is seeking a Level 1 End User Support Technician to provide first-line IT support to employees at the Éléonore mine site. You will log, diagnose, and resolve common issues, assist with identity management, and escalate complex cases while ensuring SLAs and user satisfaction.

The role operates on a 14/14 rotation at a remote mining site in James Bay, with on-site housing at the camp. Ideal candidates have experience with ServiceNow, Windows/macOS, Microsoft 365, and ITIL

Qualifications

• College diploma in computer science or related field.
• 0 to 2 years of technical support experience (asset).
• Certifications such as CompTIA A+, ITIL Foundation, and Microsoft 365 Fundamentals are assets.

Responsibilities

• Log and triage incidents in ServiceNow.
• Diagnose and resolve first-level issues (accounts, passwords, access, software).
• Assist with Active Directory / Entra ID and MFA resets.
• Support Windows and macOS workstations and Microsoft 365 apps.
• Escalate unresolved incidents to Level 2/3 with context.
• Document resolutions and maintain knowledge base.
• Meet SLAs and ensure user satisfaction.

Skills

Communication

Customer service

Bilingual FR/EN

Documentation

Time management

Teamwork

Education

College diploma in CS

Certifications: CompTIA A+, ITIL Foundation, Microsoft 365 Fundamentals

Tools

ServiceNow

Microsoft 365

Active Directory / Entra ID

Intune

Apple Business Manager

Job description

Position Summary

The Level 1 End User Support Technician serves as the first point of contact for technical support requests from Dhilmar Éléonore employees. The technician responds to incidents and service requests, performs initial diagnostics, resolves common issues and escalates complex cases to higher support tiers. The role is intended to deliver fast, courteous service in line with service level agreements (SLAs), across both the IT environment and end user support for systems in a mining context.

Key Responsabilities

• Receive and log support requests (phone, email, self-service portal, chat) in the ServiceNow ITSM ticketing tool.
• Triage, categorize and prioritize incidents and service requests.
• Diagnose and resolve first-level issues: user accounts, passwords, access, office software, peripherals and basic connectivity.
• Provide support for workstations (Windows / macOS), the Microsoft 365 suite and collaboration tools.
• Assist users with identity and access management (Active Directory / Microsoft Entra ID), including multi-factor authentication (MFA) resets.
• Document resolution steps and keep the knowledge base up to date.
• Escalate unresolved incidents to Level 2 or 3 with relevant information and diligent follow-up.
• Follow up with users through to ticket closure and confirm their satisfaction.
• Meet SLAs and contribute to the IT/OT department's service quality objectives.
• Apply information security policies (access management, phishing reporting, user awareness).
• Perform any other related duties as required.

Technical Skills

• Knowledge of Windows operating systems (basic macOS knowledge).
• Proficiency with the Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive).
• Basic networking knowledge (IP addressing, VPN, Wi-Fi, connectivity).
• Familiarity with identity and access management (Active Directory / Microsoft Entra ID).
• Device management with Microsoft Intune and Apple Business Manager.
• Experience with the ServiceNow ITSM ticketing tool.
• Good understanding of ITIL concepts (incident and service request management).

Soft Skills

• Excellent communication and customer service skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational skills and effective prioritization.
• Diligence in documentation and case follow-up.
• Team spirit combined with strong autonomy.
• French / English bilingualism (French being the primary working language).

Education & Experience

• College diploma in computer science or a related field (or equivalent experience).
• 0 to 2 years of technical support experience (an asset).
• Certifications considered an asset: CompTIA A+, ITIL Foundation, Microsoft 365 Fundamentals.

Working Conditions

• 14/14 rotation: 14 consecutive days on followed by 14 days off.
• 12-hour work shifts.
• On-site position at the Éléonore mine site (remote site, James Bay / Eeyou Istchee).
• Accommodation at the site camp during work rotations (per company policy).
• A dynamic, safe and stimulating work environment.
• Competitive compensation, performance bonus and retirement plan.
• Group insurance and other benefits related to remote-site work.
• Eleonore mine site (fly-in, fly-out from Montreal, Chibougamau, Matagami, Rouyn-Noranda, Val D'Or and Wemindji)