About The Role An IT Technician II is responsible for supporting Altasciences’ users in their usage of the tools provided by the IT department such as computers, telephones, software, laptops, mobile phones, etc. An IT Technician II responds to and tracks user requests and solutions via an automated Helpdesk System. The IT Technician II will support the more junior technicians and act as a point of escalation if required. What You'll Do Here The computer technician provides accurate and creative solutions to user problems. Enhance and develop quality support methods and communication skills through coaching feedback. Provide support and coaching to the junior technicians (IT Technician I). Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction. Research, resolve, and respond to questions received via phone calls and emails in a timely manner. Participate in team projects that enhance the quality or efficiency of help desk service. Use the IT Service Management system to record calls, document issues, and communicate the solutions for incidents. Identify recurring problems and help end users to resolve them. Troubleshoot problems encountered by staff members, user account, email and user profiles creation / management. Train and support more junior IT staff in the correct use of the hardware and software that are part of the network. Prepare computers, including validated systems for delivery to employees and load them with the appropriate software and operating system. Suggest improvements and upgrades to hardware and software. What You'll Need to Succeed A college degree in an IT-related program Minimum of 3 years of related experience Excellent communication skills in French and English Certificates/Licenses /Registrations: CompTIA A+, Network+, and/or Security+ certifications. Able to lift weights of up to 50 pounds Intermediate to advanced knowledge in the configuration, installation, and troubleshooting of Windows 10/11 and Cisco Phone Equipment. Intermediate to advanced knowledge of PC and laptop hardware. Intermediate to advanced knowledge in mobile smartphones, iPhone, Android. Intermediate to advanced knowledge in Microsoft Office, printer management, DHCP, DNS, TCP/IP, Active Directory, Remote Desktop Services, AirWatch Mobile Device Management, Windows Deployment Ability to read and interpret technical documents and industry specific manuals. Ability to write advanced reports and correspondence. Well-developed interpersonal skills are required. Personal/professional integrity and proven discretion in handling confidential information. Ability to develop strong trusting relationships to gain support and achieve results. Capable of managing multiple conflicting priorities. Must be self-directed, motivated, and have a willingness to take the initiative to identify and anticipate client needs and make recommendations for implementation. Demonstrated technical skills, with the ability to learn new equipment and procedures quickly. Excellent customer service skills. Excellent organizational and time-management skills. Excellent diagnostic and problem-solving skills. Ability to effectively prioritize tasks. Able to work independently under tight deadlines and as part of a team. Altasciences strives to provide a French working environment for its employees in Quebec. Although as part of its francization program has taken all reasonable steps to avoid imposing the above-mentioned requirement. Fluency in English is an essential requirement for the position of IT Technician II including, but not limited to, for the following reasons: The requirement to have study protocols, designs and clinical research documents written and documented in English as required by industry regulatory agencies. The employee communicates frequently with Altasciences employees across Canada and the United States. As such, English is the main language used to correspond between offices. The employee frequently communicates with English-only customers outside the province of Quebec. What We Offer On site position at our Laval site (575 Armand Frappier) - free parking for employees, accessible by Metro Montmorency and by bus. Available to go to our Montreal site (1200 Beaumont) - free parking for employees, in front of Metro L'Acadie Altasciences offers a wide variety of benefits to help our employees live healthy and fulfilling lives both at and outside of work. Altasciences’ Benefits Package Includes: Health/Dental/Vision Insurance Plans 401(k)/RRSP with Employer Match Paid Vacation and Holidays Paid Sick and Bereavement Leave Employee Assistance & Telehealth Programs Telework when applicable Altasciences’ Incentive Programs Include: Training & Development Programs Employee Referral Bonus Program Annual Performance Reviews #LI-JG1 At Altasciences we all move in unison to assist and work in the discovery, development, and manufacturing of new drug therapies to get them faster to people who need them. No matter your role, we all play an important part and you will have a significant impact on the health and well-being of people across the globe. By living our values of Employee Development, Customer Focus, Quality and Excellence, Respect and Integrity, we look to foster a passionate and collaborative work environment and we are looking for talented and enthusiastic people, like you, to join our growing team! Whether you're a recent college graduate or seeking your next career opportunity, it's time to discover your future at Altasciences. We are better together and together We Are Altasciences. Altasciences is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability or any other protected grounds under applicable legislation. Reasonable accommodations for persons with disabilities during the recruitment process are available upon request. Join us at Altasciences!

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