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IT Help Desk Technician

August 16 2021
Industries Goods transportation, Warehousing
Categories Information Technology, Help Desk, Internal support (ACD, PABX, CTI, CRM...), Information technology
Montreal, QC


Fednav, headquartered in Montreal, is the largest ocean-going ship owning and chartering group in Canada engaged in ocean transportation of mainly bulk cargoes on a worldwide basis.  With 75 years of experience and expertise, we are a driven, innovative, and respected organization committed to our employees and customers.

We are currently looking for an IT Help Desk Technician for a temporary 12-18 months' contract (with benefits). The ideal candidate will provide technical assistance and IT support to our Montreal and global employees. Committed to providing outstanding customer service, he will gather necessary information to resolve and/or facilitate resolution of a wide range of IT issues, and set up, configure, maintain, trouble shoot, and upgrade hardware, software and networks.


Key responsibilities include:

  • Resolve and/or facilitate resolution of a wide range of IT issues and liaise with other IT team members on application and system issues
  • Open, monitor and resolve tickets in a timely fashion while providing quality solutions. Ensure that ticket resolution, trouble shooting steps, communication with requesters are all documented
  • Ensure customer satisfaction, including taking ownership of open tickets and ensuring incidents are fully resolved
  • Answer and resolve inquiries regarding software and hardware, copiers, phone system, and mobile devices (cellular phone & tablet) via phone, email and in-person during regular office hours and rotating on an on-call, 24/7 basis
  • Set up, configure, maintain, troubleshoot, and upgrade hardware (computers, peripherals, telephones, mobile devices, etc.), software (Office 365, IMOS, etc.) and networks (mobile device to servers)
  • Manage and prioritize incidents with incident management reporting system
  • Create, develop, and maintain documentation for IT Team
  • Maintain all IT accounts, security groups, policies, hardware inventory, software licenses, etc.
  • Liaise with third party vendors
  • Review and streamline technical processes
  • Assist in R&D on new technology
  • Updating of knowledgebase



The ideal candidate has:

  • Minimum 3 years of help desk or related experience
  • Post-secondary degree in Information Technologies, or MCSA, or the equivalent in experience
  • Proven knowledge of hardware and software including familiarity with deployment of Windows 10, MS Office Suite (O365)
  • Solid understanding and experience with Active Directory
  • Experience with use common ticketing systems
  • Experience and understanding of ITIL processes
  • Experience supporting printers, audio/video systems
  • Knowledge of various remote-control applications: TeamViewer, WebEx,, etc.
  • Knowledge of networking and wiring, m, and MS Server would be considered an asset
  • Advanced troubleshooting and analytical skills
  • Good understanding of networking concepts
  • Excellent time management skills, the ability to multi-task and prioritize, and consider yourself a self-starter
  • Great communication skills and the ability to deal with users at all levels of the organization
  • Ability to simplify technical concepts using user-friendly language
  • Bilinguism, English and French


Honesty, integrity, and a respect toward community and environment define our values. network