Technical Coordinator – User Support

Lasalle, Qc.

37.5 hrs / week

Hybrid

Benefits:

Position overview:

Nova Steel is seeking a Technical Coordinator with strong leadership skills to oversee the coordination of technical support. In addition to providing exceptional technical assistance to company users, this person will manage the helpdesk workflow, assign tasks within the team, and ensure the smooth execution of ongoing IT projects.

The ideal candidate has solid technical expertise in hardware, software, and user account management, combined with a strong sense of customer service and a passion for efficient problem-solving. As a key member of the IT team, you will ensure all employees have a reliable and high-performing technological environment — including computers, telephony, printers, and software essential to our operations.

Qualifications

College or university degree in Information Technology or a related field.
Minimum of 5 years of experience in a technical support role or equivalent.
Relevant certifications (e.g., Microsoft Certified Professional, ITIL Foundation) are an asset.
Excellent oral and written communication skills in both French and English.
Strong analytical, organizational, and problem-solving abilities.
Ability to work independently and manage priorities in a dynamic environment.

Key responsibilities:

Operational Leadership

Manage the triage of helpdesk requests and assign tickets to technicians based on priority, skill set, and urgency levels.
Monitor daily progress on open tickets, ensure resolution deadlines are met, and follow up as needed.
Track IT project progress, identify risks or delays, and implement corrective actions to maintain timelines.

Technical Support

Provide direct user support for workstations, laptops, peripherals, and mobile devices.
Diagnose and resolve issues related to Windows operating systems, Microsoft 365 suite, and corporate software.
Manage user accounts in Active Directory (AD): creation, access, permissions, deactivation.
Oversee software installation, updates, and license compliance.
Maintain and support telephony systems, network printers, and other user equipment.
Document support activities, incidents, and solutions within IT service management tools.
Apply IT best practices in troubleshooting, security, and asset management.
• Collaborate with other IT team members to continuously improve systems and processes.
• Proactively identify recurring issues and propose preventive solutions.
• Ensure high user satisfaction through fast, courteous, and professional service.

Requirements:

Proficiency in Windows 11, Microsoft 365, and Active Directory.
Experience managing PCs, laptops, and printers in a corporate environment.
Basic knowledge of networking (LAN/WAN, DHCP, DNS) and IP telephony systems.
Familiarity with ticketing tools (ITSM) and remote support solutions.
Strong understanding of IT security practices and user workstation management.
Knowledge of software licensing management principles.
Ability to maintain clear documentation and follow established processes.

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