Help Desk Level 2-3/Technicien en informatique Niv 2-3

Playground is an internationally renowned gaming destination located a short 15-minute drive south of downtown Montreal, within the Mohawk territory of Kahnawake. We are currently expanding, unveiling new gaming floors, a luxurious hotel, and specialized dining options.

Position Overview:

We're seeking a proactive IT Help Desk Specialist with Level 2-3 experience to join our dynamic IT department. You'll collaborate with our team, using your advanced troubleshooting skills to provide top-notch customer service in a fast-paced environment. This role involves owning complex technical issues, driving resolutions, and optimizing our IT systems, including desktops, software, networks, and peripherals. If you're a seasoned help desk pro ready to make an impact, this challenging opportunity is for you.

What we have to offer:

• Competitive compensation ($65K/year)
• Discounts on food
• Opportunities for career advancement
• Company-wide events
• Playground Cares volunteer opportunities

Responsibilities:

• Provide technical support to address a variety of hardware, software, and network issues; experienced in advanced diagnostics and troubleshooting methods required
• Efficiently troubleshoot and resolve incidents to minimize operational downtime
• Handle user queries in-person and through a ticketing system
• Document incident reports, including resolution steps and required follow-ups
• Escalate complex technical issues to higher-level IT staff and collaborate on solutions
• Install, configure, and maintain IT hardware and software across the facility
• Continually update technical skills to align with industry advancements, with an ability to contribute to IT policy and procedural design
• Work both independently and as part of a team to meet key performance indicators and maintain high service levels
• Participate in IT projects to improve and streamline processes
• Oversee the order and cleanliness of server rooms and perform hardware inventory checks
• Contribute to and maintain the company's Knowledge Base
• Produce daily action reports
• Strictly adhere to confidentiality and data protection protocols

Qualifications:

• A minimum of 5 years' experience in an IT helpdesk role, ideally in a high-volume setting
• Strong knowledge of computer hardware, Windows, mobile operating systems, and commonly-used software
• Experienced in cybersecurity protocols
• Familiar with scripting languages for task automation
• Exceptional problem-solving and critical thinking abilities, especially under pressure
• Strong verbal and written communication skills
• Committed to customer service and user satisfaction
• Able to multitask and manage priorities effectively
• Detail-oriented with a keen interest in technological advancements
• Relevant certifications like CompTIA A+, Network+, or Security+ are highly desirable