IT Helpdesk Specialist

TL;DR

IT Helpdesk Specialist: Provide first-line technical support for employees, resolving issues like account setup, password resets, device troubleshooting, and application support with an accent on timely triage, clear communication, and escalation. Focus on maintaining seamless productivity through onboarding/offboarding support, documentation of solutions, and improvement of self-service resources.

Location: In-person full-time in office at London (United Kingdom), Quebec, Montreal, or Weert locations

Company

hirify.global is a Quebec-based pioneer in AI-powered search and recommendations, personalizing digital experiences for customers, partners, and employees using machine learning.

What you will do

• Act as first line of support for internal technical issues including account setup, password resets, device troubleshooting, and application support.
• Triage, track, and resolve requests via IT service management system with timely communication.
• Escalate complex issues to higher levels while keeping users informed.
• Support onboarding and offboarding by preparing hardware and access.
• Document recurring issues to improve knowledge bases and self-service resources.

Requirements

• At least 2 years of experience in technical helpdesk or similar.
• Foundational knowledge of Windows, macOS, hardware, and tools like Microsoft 365, Slack, Zoom.
• Strong communication and customer service skills to explain technical concepts.
• Proactive mindset with curiosity and problem-solving drive.

Nice to have

• Experience with IT ticketing systems like Jira Service Management or ServiceNow.
• Familiarity with identity/access management and device tools (Entra ID, OKTA, Google Workspace, Jamf, Microsoft Intune).
• Understanding of networking fundamentals (VPN, DNS, Wi-Fi).
• Comfort with command line tools for troubleshooting.

Culture & Benefits

• Collaborative, diverse, and trusting environment with talented, passionate people.
• Emphasis on continuous challenges, learning cutting-edge skills, and innovation.
• Modern office infrastructures to enhance collaboration and well-being.
• Open to all qualified candidates regardless of background; accommodations available.