IT Consultant

Job Title / Position: IT User Support Job Description: • Provide exceptional customer service in accordance with our quality assurance program. • Meet established key performance indicator targets. • Act as the first point of contact (phone or chat) for the user community (brokers/employees) regarding any issues or questions related to IT systems. • Answer calls and chat requests during various hours, resolve issues, or redirect them to the appropriate person. • Document all requests in the ticketing system. • Ensure appropriate incident escalation according to established procedures. • Securely manage user identities (email, LAN, centralized system). • Contribute to the knowledge base designed to resolve various incidents encountered by users. Languages spoken and written: French, English Level of experience: Intermediate Years of experience: Minimum 2 years of technical support Minimum requirements: • Bilingualism essential (French/English) • Customer service experience (minimum 1 year) • Service-oriented, excellent oral and written communication skills • Good typing speed • Team player, analytical skills, and a sense of action • Punctual Technologies required: • Experience with the Service Now ticketing system is required • Proficiency in the following environments: o Windows PC o MAC I/OS o MS Office o Networking basics • Knowledge of Citrix, RSA (asset) Other requirements: The candidate may be assigned a shift between the following time slots: 7:30 to 6:00 PM, Monday to Friday, Saturdays between 7:30 and 3:30 PM, closed on Sundays Certifications and/or experience: • DEC/DEP in computer science Work Location: Laval, QC Start Date: 2025-11-03 End Date: 2026-02-02 Possible Extension: Yes Travel Required: Yes Travel Info: Laval Office Address: 600 Lucien-Paiement, Laval, H7N 0H7 The consultant must be fully present at the start of the contract (minimum 1.5 months). Remote work will be allowed depending on the consultant's autonomy and learning curve. The candidate may be granted 4 days/week of remote work once they are 100% independent. The candidate and the Unit Director will agree on the terms based on the candidate's progress. Potential conversion to permanent: Yes