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IT Helpdesk Specialist
- Quebec City (Province of Quebec, Canada)
- IT, IS & Security
- Full-time
- Hybrid
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Keep the business running smoothly behind the scenes!
Have you ever been the person everyone turns to when technology gets in the way? As one of our IT Helpdesk Specialist at Coveo, you'll be the first point of contact for employees seeking technical assistance, helping them stay productive and focused on what matters most.
From resolving technical issues to setting up new team members for success, you'll play a key role in delivering a seamless employee experience while growing your technical expertise in a collaborative and fast-paced environment.
As our IT Helpdesk Specialist, you will:
- Provide first-level support for internal technical issues, including account provisioning, password resets, device troubleshooting, and application support.
- Triage, prioritize, and resolve requests through our IT service management platform while ensuring clear and timely communication with users.
- Escalate complex issues to specialized teams and keep employees informed throughout the resolution process.
- Support employee onboarding and offboarding by preparing hardware and ensuring accounts and access are ready on time.
- Document recurring issues and solutions to strengthen internal knowledge and self-service resources.
- Contribute to continuous improvements that enhance the overall employee IT experience.
Here is what will qualify you for the role:
- At least one year of experience in a technical support, helpdesk, or service desk environment.
- Solid knowledge of Windows and macOS operating systems, computer hardware, and workplace tools such as Microsoft 365, Slack, and Zoom.
- Strong communication and customer service skills with the ability to explain technical concepts clearly.
- A proactive mindset, curiosity, and a genuine passion for solving problems and helping others.
What will make you stand out:
- Experience with IT service management platforms such as Jira Service Management or ServiceNow.
- Familiarity with identity, access, and device management solutions such as Microsoft Entra ID, Okta, Google Workspace, Jamf, or Microsoft Intune.
- Understanding of networking fundamentals, including virtual private networks (VPN), domain name system (DNS), and Wi-Fi.
- Comfortable using command-line tools to investigate and troubleshoot technical issues.
Do you think you can bring this role to life? Send us your application, we want to hear from you!
Join the Coveolife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.
Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact HR@Coveo.com to discuss your needs.
Absolutely! This is a question women and under-represented groups ask themselves more often than the rest of the population. Don't underestimate yourself, we are not looking for someone perfect but for someone who is motivated, capable and who will thrive in this position. Allow us to discover you!
Coveo is a Quebec-based company, pioneer in AI-powered search and recommendations. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioral data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centers and intranets efficient, effortless, content-rich, thus boosting conversion.
If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. We love a good challenge, and we never say no to an opportunity to learn and develop new cutting-edge skills. Discover our values here
In-person
This role requires you to be in the office full-time, whether it be at our Quebec, Montreal, Weert, or London locations. Our modern infrastructures are designed to enhance cross-team collaboration and promote overall well-being.
Hybrid
Our offices in Quebec City, Montreal, London and Weert are designed to foster collaboration and your well-being. We gather there on our pillar days two times a week to strengthen in-person interactions and encourage creativity, all while providing you with the flexibility of a hybrid environment.
Remote
We hire from all over the world because the diversity of backgrounds fuels our continuous innovation. Our benefits will enable you to work comfortably from home, but you may be required to travel to attend our in-person team-building events.
