Responsibilities:
Manage and prioritize support tickets through ServiceNow (or current ITSM platform).
Provide 1st and 2nd level support for hardware, software, and network issues across local and remote users.
Deploy and configure desktops, laptops, and mobile devices using modern imaging or provisioning tools (e.g., Autopilot, Intune, MDT).
Support Microsoft 365 applications, Teams, SharePoint, and other collaboration tools.
Maintain and update Active Directory / Entra ID user accounts and group policies.
Assist with endpoint security setup, MFA, and device compliance policies.
Maintain inventory accuracy for IT assets and coordinate equipment shipments.
Document support activities and resolutions in ServiceNow.
Support internal projects and technology rollouts as assigned.
Travel occasionally to other Samuel sites as required.
Qualifications:
College diploma in Information Technology or related field, plus relevant certifications (e.g., CompTIA A+, Network+, Microsoft 365 Modern Desktop Administrator).
Strong knowledge of Windows 10/11 and Microsoft 365 environments.
Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
Experience with Active Directory, Intune, and remote support tools.
Excellent troubleshooting, communication, and customer service skills.
Ability to lift and move computer equipment as needed.
3-5 years of relevant experience.
Bilingualism (French/English) considered an asset.
LI-KW1
SAMACO
