IT Help Desk Technician

Newforma, Inc.; Lévis; On-site; CAD 45,000 - 65,000; Full time

Job summary

Newforma is seeking an experienced IT Help Desk Technician to provide first and second level hardware and software support to internal users worldwide. You will log, track, and resolve tickets using our ITSM platform, while documenting resolutions and troubleshooting steps.

You will support Windows on-prem environments, Microsoft 365, VPNs, and related IT systems. Bilingual English/French communication is required, with strong customer service and teamwork skills in a global, fast-paced setting.

Qualifications

• Strong problem-solving skills with a drive for continuous improvement.
• Bilingual in English and French (written and verbal).
• Excellent communication skills across diverse teams and users.
• Experience supporting Windows on-prem servers and Microsoft 365.

Responsibilities

• Provides technical assistance and support to end users related to computer systems, hardware, or software.
• Deploying, monitoring, upgrading, and supporting all global IT systems, including servers, PCs, Macs, printers, operating systems, software applications, and peripherals.
• Troubleshoots and maintains user facing hardware including laptops, desktops, PCs, printers, etc.
• Responds to queries, creates and updates tickets, isolates problems, and determines and implements solutions or escalation procedures.
• Prioritize and complete work to meet or exceed response and resolution targets.
• Follows defined policies and procedures to manage workflow, including escalation of tickets.
• Utilizes available resources to promptly and accurately identify resolutions
• Maintains inventory of equipment, hardware, software, and supplies.
• Understands, applies, and utilizes information gained by reading, studying, and reviewing technical documentation, manuals, and other support sources.
• Other duties as assigned.

Skills

Bilingual English/French

Problem-solving

Communication skills

Customer service

Tools

Windows Server

Microsoft 365

Intune

Entra ID

Defender

SharePoint

Power Platform

VPN

VMware vSphere

vCenter

Job description

At Newforma, you’ll help shape the future of project information management for architects, engineers, and contractors worldwide. Join a team that’s trusted by over 1,500 firms to simplify how they work. Together, we’re creating tools that connect people to the information they need, faster and smarter. Let’s build something great.

We are seeking an experienced, bilingual (English and French) IT Help Desk Technician to provide first and second level hardware and software technical support to internal users across our companies. Utilizing our corporate Service Desk ITSM management platform to create, update, resolve tickets, while thoroughly documenting all reported problems, troubleshooting efforts, and resolutions.

In this role, your responsibilities will include:

• Provides technical assistance and support to end users related to computer systems, hardware, or software.
• Deploying, monitoring, upgrading, and supporting all global IT systems, including servers, PCs, Macs, printers, operating systems, software applications, and peripherals.
• Troubleshoots and maintains user facing hardware including laptops, desktops, Aps, printers, etc.
• Responds to queries, creates and updates tickets, isolates problems, and determines and implements solutions or escalation procedures.
• Prioritize and complete work to meet or exceed response and resolution targets.
• Follows defined policies and procedures to manage workflow, including escalation of tickets.
• Utilizes available resources to promptly and accurately identify resolutions
• Maintains inventory of equipment, hardware, software, and supplies.
• Understands, applies, and utilizes information gained by reading, studying, and reviewing technical documentation, manuals, and other support sources.
• Other duties as assigned.

Requirements for the position include:

• Strong problem-solving skills and a passion for continuous improvement in technology solutions.
• Bilingual in English and French (written and verbal).
• Excellent verbal and written communication skills, with the ability to communicate with a wide range of individuals.
• Proven ability to effectively interact with end-users in identifying and resolving technical issues.
• Strong understanding of Microsoft Windows on-prem server environments and Microsoft 365 Cloud products, including Entra ID, Intune, Defender, Power Platforms, SharePoint, Conditional Access, etc.
• Working knowledge of user VPN.
• Experience with VMWare vSphere and vCenter.
• Ability to work in a team environment and individual while handling multiple tasks.

Nice to have qualifications for this position include:

• Customer support and services experience.
• VPN, Wi-Fi, and other network experience.
• Experience with Cloud services, like Azure & AWS.
• Experience with Newforma Konekt, Newforma Project Center, mobile and cloud products.

Why Work at Newforma?

• Purpose-driven work: Help professionals in the AECO industry solve real-world challenges.
• Global impact: Our tools are used on over 16 million projects worldwide.
• Collaborative culture: Work alongside talented teammates who value your input.
• Room to grow: We support your career development through learning opportunities and mentorship.
• Innovation at its core: Be part of a company that’s always evolving to meet industry needs.