IT Service Center Technician
With over 30 years of recognized expertise, COFOMO is now a leading Canadian consulting firm specializing in digital and artificial intelligence. Supported by more than 3,000 experts, 10 Centers of Excellence, and 4 offices across the country, we are uniquely positioned to successfully guide our clients through their transformations. Both strategic and tactical, we help organizations across a wide range of industries thrive in today’s rapidly evolving world.
Our promise
Help our clients succeed and maximize the impact of their transformation initiatives, turning them into powerful drivers of growth and innovation.
Job description
- Ensure the complete management of IT equipment, including maintaining inventory as well as preparing, assigning and distributing materials for the integration of new employees
- Coordinate the shipment of equipment and perform the required quality checks before delivery
- Manage the IT equipment recovery process when employees leave
- Maintain rigorous and up-to-date management of equipment data
- Create trouble records and work orders (requests), enter data into them and populate them appropriately from start to finish (until the problem is resolved), and follow up with requesters
- Provide users with online support on a 7-hour schedule, rotating between 7:00 a.m. and 8:00 p.m., by phone and in person at the Tech-Café
- Greet employees at the Tech-Café, provide technical support and replace defective devices as needed after analysis (laptops, mobile devices and accessories)
- Provide users with training on current and future IT applications and devices, as needed
- Provide professional on-site support and technology monitoring for AV equipment and conference room systems
- Forward trouble records and work orders to the appropriate individuals for resolution
- Analyze and interpret trade journals, professional publications, manuals and technical procedures according to the ITIL framework
- Write reports, letters and procedures manuals
- Apply referral procedures to the next level of IT and ensure that service levels are met at all times
- Ensure rigorous follow-up of service and problem-solving requests so that solutions are implemented quickly
- Use incident tracking systems to maintain user case data and solutions in the knowledge base
- Provide technical support for the suite of applications used by the company
- Contribute to the development and updating of policies and procedures for the administration and continuous improvement of the IT department
- Represent one's unit at meetings and in the exercise of functional responsibilities
- Conducts research, data compilation and prepares recommendations for special projects, or other related duties, as required.
- Have a degree or certificate in computer systems, or equivalent
- Have five (5) to nine (9) years of experience in service desk support, or a combination of experience and equivalent training
- Have hands-on experience with audio-visual equipment in conference rooms
- Demonstrate excellent interpersonal skills
- Be familiar with IT administration practices and procedures
- Master troubleshooting processes and analysis of technical problems
- Understand how personal computers and relevant software work
- Use iOS mobile devices effectively
- Apply network operation and management skills
- Be familiar with service center practices and techniques
- To apply the principles and practices of service delivery and support
- Understand the goals, policies and objectives of the IT department and the division
- Communicate effectively in writing and speaking
- Familiarize yourself with current administrative practices and procedures
- Effectively use public-friendly communication techniques and respect telephone etiquette
- This position requires fluency in French and English for daily tasks, understanding documentation, and professional communication with customers, suppliers, and colleagues across Canada. Language skills in French and English are essential, both oral and written.
Why choose a career at COFOMO?*
- Competitive compensation and benefits
- Wellness program
- 24/7 telemedicine access
- Support for legal, accounting, and mental health needs
- Focus on growth, development, and skills enhancement
- Personalized career plan and tailored guidance
- Hybrid work environment
- Active social club and year-round events
* Only applicable to permanent COFOMO employees.
Join our team.
Make a difference every day by taking advantage of our development programs, access to our Centers of excellence, and a stimulating work environment.
Professional development
We invest in our talent, encourage continuous growth, and support you in every aspect of your career.
Latest technologies and best practices
Leverage your skills, knowledge, and problem-solving abilities on large-scale projects for leading clients.
Welcoming and people-focused organization
A place where you can feel at home. COFOMO is a space where you can grow, learn, create, contribute, and be recognized for your achievements.
Working at COFOMO gives you the opportunity to collaborate today on the technological projects of tomorrow — from green technology to the latest innovations in artificial intelligence and information security.
Our Values
Beyond words, COFOMO’s values guide our actions and shape our policies. Without them, we’d be just another company—and we are anything but that.
At COFOMO :
You are recognized and valued for your skills, expertise, and—most importantly—your potential. That’s how we measure value here.
We hire people based on talent. Period.
Everyone matters, everyone’s voice counts, and everyone is respected.
COFOMO values the differences that enable each of us to make meaningful and unique contributions to our success and shared culture. We foster diversity and inclusion, creating workplaces where new ideas, different experiences, and unique perspectives can be shared—often with people you might not otherwise have the opportunity to collaborate with.
MASCULINE OR FEMININE TERMS ARE USED INTERCHANGEABLY WITHOUT ANY INTENT OF DISCRIMINATION. COFOMO IS AN EMPLOYER OF CHOICE THAT PROMOTES DIVERSITY AND APPLIES FAIR EMPLOYMENT PRACTICES.
Employer of choice
COFOMO is a consulting firm specializing in digital transformation and artificial intelligence. We stand out for the digital ingenuity of our talent, our unique approach, and our values. Make an informed choice and discover what makes us
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