Junior Helpdesk Agent

Intelcom | Dragonfly; Montreal (administrative region); On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading logistics company in Montreal seeks an IT Support Specialist to analyze and respond to user requests efficiently. The ideal candidate will have a diploma in IT, at least one year of experience, and strong problem-solving skills. This role includes responsibilities such as maintaining user equipment, troubleshooting issues, and documenting incidents. Comprehensive benefits include on-site gym access and group insurance. Fluency in French and English is required.

Benefits

On-site gym with a personal trainer

Employer-provided lunch of your choice

Comprehensive group insurance

Wellness days

Employee Assistance Program

Qualifications

• Diploma in IT, DEP in IT support, or equivalent training.
• 1 year of professional experience in technical support.
• Knowledge of VPN concepts and networking.

Responsibilities

• Analyze requests and handle or escalate them accordingly.
• Respond to user phone calls and assist in resolving IT requests.
• Document service requests and incidents.

Skills

Customer service-oriented approach

Problem-solving skills

Knowledge of antivirus software

Competence in remote access software

Good knowledge of the Atlassian Jira ticketing system

Good French and English language skills

Interpersonal skills

Ability to work in a team

Education

Diploma in IT or equivalent training

1 year of professional experience in technical support

Tools

Microsoft Office 365

Remote access software (TeamViewer, GotoAssist)

ITSM software (Remedy, Jira)

Job description

Overview

Intelcom | Dragonfly is Canada’s leader in last-mile logistics with more than 100 sorting stations and operations across three continents. Our vision is to deliver fast, accurate, and reliable service powered by cutting-edge technology.

Responsibilities

• Analyze requests, determine urgency and complexity, and handle or escalate them to the appropriate team with the necessary expertise.
• Respond to user phone calls and assist them in resolving IT-related requests, incidents, or problems.
• Greet users to answer questions, handle requests, and resolve IT incidents they raise.
• Track assigned requests and incidents until resolution or closure, escalating those that cannot be resolved to the relevant teams.
• Document service requests and incidents and the workarounds or solutions applied.
• Report and share new methods and procedures used with the team when necessary.
• Ensure the proper functioning of equipment following interventions and document these in accordance with established procedures.
• Collaborate on various projects leveraging your skills, as requested by your immediate supervisor.
• Order and install all IT and technology equipment in new workstations.
• Set up technological tools for new users.
• Maintain user computer equipment and software.
• Address issues during work hours or after hours as needed.
• Provide and deploy new software and equipment.
• Plan and perform regular software updates.
• Provide support to users of operational platforms.

Qualifications

• Diploma in IT, DEP in IT support, or equivalent training.
• 1 year of professional experience in technical support.
• Customer service-oriented approach and excellent problem-solving skills.
• Knowledge of antivirus software such as Webroot, McAfee, Symantec, Sophos, etc.
• Competence in remote access software such as TeamViewer, GotoAssist, Join.me, RDP, Citrix, etc.
• Familiarity with ITSM software such as Remedy, Track-IT!, Heat, Jira, etc.
• Knowledge of VPN concepts, remote connection, and networking in general.
• Experience with ProgressionLive is an asset.
• Experience with PC and Apple IT equipment.
• Proficiency with Microsoft Office 365, including Teams.
• Excellent skills in remote and in-person technical interventions.
• Good knowledge of the Atlassian Jira ticketing system or similar ITSM software.
• Good French and English language, spoken and written.
• Interpersonal skills, client approach, advisory and simplification abilities.
• Ability to work in a team.
• Autonomy and organizational skills.

Benefits

• On-site gym with a personal trainer
• Employer-provided lunch of your choice
• Comprehensive group insurance
• Group RRSP plan
• Wellness days
• Partial reimbursement for public transportation
• Employee Assistance Program

This position has been opened to address a genuine organizational need within the company.

At Intelcom | Dragonfly, we move forward guided by strong values: collaboration, innovation, excellence, and responsibility. We embrace diversity, ensure equity, and foster a true sense of belonging.

Accommodation measures are available for individuals with disabilities throughout our recruitment process, in compliance with the law. Please let us know if you have any specific needs.