IT Helpdesk Specialist

TL;DR

IT Helpdesk Specialist: Providing first-level technical support and ensuring seamless employee experience with an accent on troubleshooting hardware, software, and account management. Focus on triaging requests, supporting onboarding processes, and maintaining internal knowledge resources to keep business operations running smoothly.

Location: Remote, Hybrid, or In-Person (Quebec City, Montreal, Weert, or London)

Company

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

What you will do

• Provide first-level support for internal technical issues including account provisioning, password resets, and device troubleshooting.
• Triage and resolve requests through the IT service management platform with clear user communication.
• Escalate complex technical issues to specialized teams while keeping employees informed.
• Manage employee onboarding and offboarding by preparing hardware and access permissions.
• Document recurring issues and solutions to strengthen internal knowledge and self-service resources.
• Contribute to continuous improvements of the overall employee IT experience.

Requirements

• At least one year of experience in a technical support, helpdesk, or service desk environment.
• Solid knowledge of Windows and macOS operating systems and computer hardware.
• Proficiency with workplace tools such as Microsoft 365, Slack, and Zoom.
• Strong communication and customer service skills with the ability to explain technical concepts clearly.
• Proactive mindset and a genuine passion for solving problems.

Nice to have

• Experience with IT service management platforms like Jira Service Management or ServiceNow.
• Familiarity with identity, access, and device management solutions such as Okta, Jamf, or Microsoft Intune.
• Understanding of networking fundamentals including VPN, DNS, and Wi-Fi.
• Comfortable using command-line tools for troubleshooting.

Culture & Benefits

• Collaborative, diverse, and trusting work environment.
• Flexible work modes including remote, hybrid, and in-person options.
• Opportunities to learn and develop new cutting-edge skills in an innovative industry.
• Commitment to accessible employment practices and inclusive hiring.