Junior Helpdesk Agent

**Intelcom | Dragonfly** With more than 100 sorting stations and operations across three continents, **Intelcom | Dragonfly** is Canada’s leader in last-mile logistics. Our vision is clear: **to deliver fast, accurate, and reliable service powered by cutting-edge technology.** **A Strategic Role at the Heart of Logistics** **Primary Responsibilities**

- Analyze requests, consider their urgency and complexity, and handle or escalate them to the appropriate team with the necessary expertise. - Respond to phone calls from users and assist them in resolving IT-related requests, incidents, or problems. - Greet users to answer questions, handle requests, and resolve IT incidents they raise. - Track assigned requests and incidents until resolution or closure, escalating those that cannot be resolved to the relevant teams. - Document service requests and incidents encountered as well as the workarounds or solutions applied. - Report and share new methods and procedures used with the team when necessary. - Ensure the proper functioning of equipment following interventions and document these in accordance with established procedures. - Collaborate on various projects leveraging your skills, as requested by your immediate supervisor. - Order and install all IT and technology equipment in new workstations. - Set up technological tools for new users. - Maintain user computer equipment and software. - Address issues during work hours or after hours as needed. - Provide and deploy new software and equipment. - Plan and perform regular software updates. - Provide support to users of operational platforms.

**Required Knowledge, Skills, And Experience**

- Diploma in IT, DEP in IT support, or any similar training. - 2 years of professional experience in technical support. - Customer service-oriented approach and excellent problem-solving skills. - Knowledge of antivirus software such as Webroot, McAfee, Symantec, Sophos, etc. - Competence in remote access software such as TeamViewer, GotoAssist, Join.me, RDP, Citrix, etc. - Familiarity with ITSM software such as Remedy, Track-IT!, Heat, Jira, etc. - Knowledge of VPN concepts, remote connection, and networking in general. - Experience with ProgressionLive is an asset. - Experience with PC and Apple IT equipment. - Proficiency with Microsoft Office 365, including Teams. - Excellent skills in remote and in-person technical interventions. - Good knowledge of the Atlassian Jira ticketing system or similar ITSM software. - The role involves daily (or regular) communication with pan-Canadian stakeholders. - Interpersonal skills, client approach, advisory and simplification abilities. - Ability to work in a team. - Autonomy and organizational skills.

**Why Join Us?** **Benefits** At **Intelcom | Dragonfly** , you’ll thrive in a flexible and stimulating environment, surrounded by passionate talent. You’ll also enjoy a wide range of benefits:

- On-site gym with a personal trainer - Employer-provided lunch of your choice - Comprehensive group insurance - Group RRSP plan - Wellness days - Partial reimbursement for public transportation - Employee Assistance Program

…and much more. **Diversity & Inclusion** At **Intelcom | Dragonfly** , we move forward guided by strong values: collaboration, innovation, excellence, and responsibility. We embrace diversity, ensure equity, and foster a true sense of belonging. **Accommodation measures are available for individuals with disabilities throughout our recruitment process, in compliance with the law. Please let us know if you have any specific needs.**