Technician - Helpdesk user support, Level 1

Job description

Quickly follow up on service calls to users and suppliers;

  • Support users remotely by diagnosing and solving level 1 technical problems;
  • Manage user accounts on different systems (Windows, Plex, Office 365);
  • Solve and document problems with computer and network equipment;
  • Maintain standards in technology deployment and security;
  • Install and maintain the software used and the related licenses;
  • Make purchases of computer equipment;
  • Report repetitive user problems and system anomalies;
  • Work in a context of continuous improvement;
  • Be available on call 7 days / 24 hours on a weekly rotation basis.

Wanted profile

  • College Degree in computer systems technology or equivalent training;
  • 1 to 3 years of experience;
  • Available for travel between sites in Indiana (Howe) and Michigan (Coldwater); could be asked to travel outside of the US;
  • Excellent sense of customer service;
  • Generalist demonstrating autonomy;
  • Good knowledge of French and English (oral and written);
  • Knowledge of the Microsoft office 2010 suite;
  • Knowledge of various printers and photocopiers;
  • Experience with Windows XP, Windows 7 and 8;
  • Experience in a manufacturing environment;
  • Analytical and good organizational skills;
  • Easy to adapt to change;
  • Assets regarding experience with: Office 365, Windows Server 2008, 2012, ERP, VMware, Citrix, IP networks;
  • Knowledge of Spanish, an asset.


Reporting to the IT Systems Administrator, the Technician – User Support, Level 1 will be primarily responsible for providing first-level support to customers at our various sites (Canada, United States, Mexico) and configuring various equipment (operating system, office software, printers, telephones) according to established standards.

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