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Help Desk Technician – Level 1 (IT)

Job type:  Permanent Full Time
Region:     Laval/Montreal

Paraza Pharma, Inc.

Paraza Pharma, Inc. is a fast-growing pharmaceutical research company offering a dynamic and collaborative work environment where scientific excellence, innovation and creativity are at the forefront. Here, diversity, new points of view and the creative spirit are valued and considered as real assets. We provide our employees with ongoing support, training and development opportunities to expand their horizons while contributing to our shared passion for Drug Discovery.

Job Description

The Helpdesk Technician will be responsible for supporting Paraza users located at three (3) different sites and resolving tickets entered into the Help Desk system. This includes the configuration and installation of various pieces of computer hardware including desktop computer, laptops, printers and peripherals. The Help Desk Technician is also responsible for the installation and maintenance of the infrastructure including cables, switches and patch panels. This position offers the ideal candidate opportunities for growth and professional development within the IT team.

Responsibilities:

  • Use a ticketing system to resolve issues with internal and remote users.
  • Support end-user devices and peripherals locally and remotely
  • Application software and hardware support, hardware troubleshooting
  • Coordinate office relocations/additions/deletions
  • Provide user-training as required
  • Have a strong understanding of securing networks and endpoints
  • Investigate network and endpoint security-related incidents
  • Utilize various Network Monitoring tools to ensure optimal network performance
  • Assist in the roll-out of hardware and software to ensure optimal deployment of IT resources
  • Maintain IT asset inventory
  • Document implemented systems
  • Provide first-level technical support for all incoming requests in a professional and courteous manner
  • Analyze and diagnose problems to quickly arrive at workable solutions
  • Research questions using a variety of manuals and resources
  • Build and deploy laptops, desktops, tablets, mobile devices and other related devices
  • Document resolutions for future reference
  • Travel as needed between three (3) sites (Ville Saint-Laurent & Laval)
  • Other duties as assigned

Required Knowledge:

  • Ability to administer diverse environments including PC’s, laptops, tablets, phones and mobile devices
  • Network equipment and devices (Routers, Switches, etc.)
  • Network architecture (WAN, LAN, WLAN, VPN, etc…) and IP protocols
  • Microsoft product knowledge (Windows Server/Workstations)
  • MS Exchange
  • MS Office Suite

Education and/or Work Experience Requirements:

  • College degree in Computer Science (or equivalent)
  • 2 years+ of relevant user support experience
  • Strong foundation in Windows 7 and 10
  • Specialized certification is an asset (Microsoft, Cisco, A+ or other).
  • MCP Certification, an asset

Skills:

  • Knowledge of Outlook and MS Office Suite within an end-user support environment would be a definite asset
  • Driven, self-motivated and a strong desire to learn and take on new challenges and projects
  • Ability to manage multiple projects, activities and tasks simultaneously
  • Ability to work independently as well as in teams
  • Extremely well organized
  • Excellent communication skills in both English and French
  • Ability to maintain a professional demeanour at all times
  • Must have a valid driver’s license and vehicle

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