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IT Technician II
Altasciences. Support Altasciences’ users with computers, telephones, software, laptops, mobile phones, and other IT tools .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support, including troubleshooting and resolving user issues with hardware and software. Proficient in managing help desk operations and providing training and coaching to junior staff while maintaining excellent communication skills in both French and English.
Highest-signal resume keywords
CompTIA A+ CertificationWindows 10/11 TroubleshootingCisco Phone Equipment ConfigurationMicrosoft Office ProficiencyFluency in French and English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingUser Account ManagementPC and Laptop HardwareMobile Device ManagementNetwork ConfigurationActive DirectoryRemote Desktop ServicesPrinter ManagementTCP/IPDHCP
Soft Skills
Excellent Communication SkillsInterpersonal SkillsCustomer Service SkillsOrganizational SkillsProblem-Solving Skills
Tools & Technologies
Helpdesk SystemIT Service Management SystemAirWatch Mobile Device ManagementWindows Deployment
Certifications & Qualifications
CompTIA A+CompTIA Network+CompTIA Security+
Industry Keywords
IT SupportTechnical DocumentationUser TrainingHelp Desk OperationsConfidential Information Handling
Tech Stack
Tools & technologiesAndroidDNSITSMTCP/IP
About the role
Key responsibilities & impact- Support Altasciences’ users with computers, telephones, software, laptops, mobile phones, and other IT tools
- Respond to and track user requests and solutions through an automated Helpdesk System
- Support junior technicians and act as an escalation point when required
- Provide accurate and creative solutions to user problems
- Enhance and develop quality support methods and communication skills through coaching feedback
- Provide support and coaching to IT Technician I staff
- Assist in resolving user and support issues among company sites
- Research, resolve, and respond to questions received by phone and email
- Participate in team projects that improve help desk service quality or efficiency
- Record calls, document issues, and communicate incident solutions in the IT Service Management system
- Identify recurring problems and help end users resolve them
- Troubleshoot staff problems, user accounts, email, and user profile creation and management
- Train and support junior IT staff in proper use of network hardware and software
- Prepare computers, including validated systems, for employee delivery and install appropriate software and operating systems
- Suggest hardware and software improvements and upgrades
Requirements
What you’ll need- A college degree in an IT-related program
- Minimum of 3 years of related experience
- Excellent communication skills in French and English
- 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 of mobile smartphones, iPhone, and Android
- Intermediate to advanced knowledge of Microsoft Office, printer management, DHCP, DNS, TCP/IP, Active Directory, Remote Desktop Services, AirWatch Mobile Device Management, and Windows Deployment
- Ability to read and interpret technical documents and industry-specific manuals
- Ability to write advanced reports and correspondence
- Well-developed interpersonal skills
- Personal/professional integrity and proven discretion in handling confidential information
- Ability to develop strong trusting relationships to gain support and achieve results
- Ability to manage multiple conflicting priorities
- Self-directed, motivated, and willing to take initiative to identify and anticipate client needs and make recommendations for implementation
- Demonstrated technical skills and 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
- Fluency in French and English, with English essential for communicating with employees across Canada and the United States and English-only customers outside Quebec
Benefits
Comp & perks- Free parking for employees at the Laval site
- Free parking for employees at the Montreal site
- Health/Dental/Vision Insurance Plans
- 401(k)/RRSP with Employer Match
- Paid Vacation and Holidays
- Paid Sick and Bereavement Leave
- Employee Assistance & Telehealth Programs
- Telework when applicable
- Training & Development Programs
- Employee Referral Bonus Program
- Annual Performance Reviews