IT Helpdesk Specialist

Have you ever been the person everyone turns to when technology gets in the way? As one of our IT Helpdesk Specialist at Coveo, you'll be the first point of contact for employees seeking technical assistance, helping them stay productive and focused on what matters most.

From resolving technical issues to setting up new team members for success, you'll play a key role in delivering a seamless employee experience while growing your technical expertise in a collaborative and fast-paced environment.

• Provide first-level support for internal technical issues, including account provisioning, password resets, device troubleshooting, and application support.
• Triage, prioritize, and resolve requests through our IT service management platform while ensuring clear and timely communication with users.
• Escalate complex issues to specialized teams and keep employees informed throughout the resolution process.
• Support employee onboarding and offboarding by preparing hardware and ensuring accounts and access are ready on time.
• Document recurring issues and solutions to strengthen internal knowledge and self-service resources.
• Contribute to continuous improvements that enhance the overall employee IT experience.

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

• Experience with IT service management platforms such as Jira Service Management or ServiceNow.
• Familiarity with identity, access, and device management solutions such as Microsoft Entra ID, Okta, Google Workspace, Jamf, or Microsoft Intune.
• Understanding of networking fundamentals, including virtual private networks (VPN), domain name system (DNS), and Wi-Fi.
• Comfortable using command-line tools to investigate and troubleshoot technical issues.

Do you think you can bring this role to life? Send us your application, we want to hear from you!

Join the Coveolife!

We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.

This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.

Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact [email protected] to discuss your needs.