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Technical Help Desk - Entry

Ref: CA_EN_6_919334_1028744

Posted on 10 November 2022
Lasalle, Quebec
Contract Type

  Request ID: 16525-1

  Start/End Dates: 12/10/2018 - 11/04/2019

  Work Location (Tax): Lasalle, 8301 rue Elmslie

  Job Title: IT - Technical Help Desk - Entry

  Job Description: Role Title: Technical Help Desk (Entry)

LOB: Technology Support Centre

Tentative Start Date: ASAP

Number of Positions: 1

Duration: 6 months

Work Location: LaSalle, QC – 8301 Rue Elmslie

Hours (is there a possibility of OT): Team is open 24/7. Position will require shift work. 8am-4pm earliest shift, 11pm–7am latest shift. Occasional weekends and overnights will also be required. OT may be required on an as-needed basis.

Possibility of Extension/Conversion: Yes, extension or conversion to perm are likely for a strong candidate. Availability will be based on candidate performance and team budget/workload at time of renewal.

Interview Process: 1 round in-person with the manager and team lead.

Reason the Role is Open: Backfilling for a employee who is moving to another team


The primary function of a Help Desk Specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer and technical processing problems for clients via telephone.

Group Information: Team is responsible for providing the first line of technical support for all CIBC and Intria front-line employees. Covering all issues, both hardware and software related, including but not limited to: software troubleshooting, hardware replacements/upgrades, access requests, and related tasks.

Job Responsibilities:

• Answer user inquiries regarding computer software to resolve problems, typically of a lower complexity • Review user inputs and observe system functioning to verify correct operations and detect errors • Maintain records of daily data communication transactions, problems and remedial actions taken • Review technical processes, confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Must-Have Skills/Experience:

• 1+ years of work experience in a Help Desk position • Bilingual – English & French • Client/Customer Service experience • Excellent verbal and written communication skills • Technical Knowledge/Experience

Nice to Have:

• Experience supporting a Citrix environment • VPN experience • ServiceNow experience

  Release Comments: This request will be halted on October 9th at 12:30pm

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