We are seeking a Level II Technical Support Specialist with strong analytical and customer service skills to join a dynamic IT support team. The successful candidate will play a key role in providing end-user technical support, troubleshooting hardware and software issues, and maintaining IT systems in accordance with institutional standards and policies.

Key Responsibilities:

• Provide tier 1 and tier 2 technical support for hardware, software, networking, and peripherals.

• Install, configure, diagnose, and repair operating systems and applications.

• Assist end users with office automation tools and ensure productivity tools are running effectively.

• Support mobile devices, distance education technologies, AV equipment, and specialized scientific tools.

• Troubleshoot connectivity issues using knowledge of standard networking protocols and technologies.

• Participate in system upgrade implementations and ensure minimal disruption to users.

• Communicate technical concepts clearly to a nontechnical audience.

• Maintain accurate records of IT assets, service requests, and support documentation in accordance with IT policies.

• Provide excellent customer service and follow up to ensure issue resolution.

• Stay current on emerging technologies and recommend improvements to tools and support procedures.

• College diploma in a related field OR an equivalent combination of education and experience.

• Minimum 3 years of experience in a technical support role.

• Proficiency in supporting common operating systems (Windows, macOS, etc.).

• Strong analytical and problem-solving skills to identify and resolve technical issues.

• Experience in a customer service environment with a user-focused mindset.

• Bilingual in French and English (spoken and written).

• Experience supporting users in a university, public sector, or similarly structured environment.

• Familiarity with IT asset management and procurement procedures.

• Working knowledge of institutional IT security guidelines and standards.

• Ability to manage multiple priorities in a fast-paced environment.

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.