IT Technician II

Altasciences

Montreal

On-site

CAD 65,000 - 80,000

Full time

1 hour ago

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Benefits offered by this job

Health/Dental/Vision Insurance Plans

401(k)/RRSP with Employer Match

Paid Vacation and Holidays

Paid Sick and Bereavement Leave

Employee Assistance & Telehealth

Telework when applicable

Job summary

Altasciences is seeking an IT Technician II to support users with computers, phones, software, and devices. You will respond to Helpdesk tickets, provide quality support, and mentor junior technicians across multiple sites.

Fluency in English and French is essential, with CompTIA A+/Network+/Security+ certifications expected. The role requires readiness to lift up to 50 pounds and to work on-site in Laval and Montreal locations.

Qualifications

College degree in IT-related program.
3+ years of related IT support experience.
Fluency in French and English.
CompTIA A+, Network+, and/or Security+ certifications.
Able to lift up to 50 pounds.
Knowledge of Windows 10/11 and Cisco Phone Equipment.
Knowledge of DHCP, DNS, TCP/IP, Active Directory, Remote Desktop Services, AirWatch MDM, Windows Deployment.
Ability to read technical documents and write reports.
Strong customer service and problem-solving skills.

Responsibilities

Provide accurate and creative solutions to user problems.
Coach and support junior technicians.
Respond to and track user requests via Helpdesk System.
Resolve issues across company sites to improve satisfaction.
Document issues and solutions in the ITSM system.
Assist in team projects to improve help desk quality and efficiency.
Train staff in proper hardware/software usage and handover delivery.
Prepare computers with software and OS for delivery.

Skills

Bilingual English-French

Customer service

Time management

Problem solving

Communication skills

Teamwork

Self-directed

Education

College degree in IT-related program

Tools

Windows 10/11

Cisco phones

Active Directory

Remote Desktop

AirWatch MDM

DNS/DHCP

Microsoft Office

Windows Deployment

Job description

About The Role

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.

What You’ll Do Here

The computer technician provides 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.

What You’ll Need To Succeed

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.

Altasciences Strives To Provide a French Working Environment For Its Employees In Quebec. Although As Part Of Its Francization Program Has Taken All Reasonable Steps To Avoid Imposing The Above-mentioned Requirement. Fluency In English Is An Essential Requirement For The Position Of IT Technician II Including, But Not Limited To, For The Following Reasons

The requirement to have study protocols, designs and clinical research documents written and documented in English as required by industry regulatory agencies.
The employee communicates frequently with Altasciences employees across Canada and the United States. As such, English is the main language used to correspond between offices.
The employee frequently communicates with English-only customers outside the province of Quebec.

What We Offer

On site position at our Laval site (575 Armand Frappier) - free parking for employees, accessible by Metro Montmorency and by bus.
Available to go to our Montreal site (1200 Beaumont) - free parking for employees, in front of Metro L'Acadie

Altasciences offers a wide variety of benefits to help our employees live healthy and fulfilling lives both at and outside of work.

Altasciences’ Benefits Package Includes