Desktop Support Level II – IT Help Desk

About the role

Adacel is seeking a Desktop Support Level II professional to manage its internal ticketing system and provide day‑to‑day technical assistance to employees. The role is based in Montreal and involves both hands‑on workstation setup and remote troubleshooting across Windows and Linux environments.

Key responsibilities

• Assess, triage, and resolve incoming support tickets promptly.
• Document issues and solutions clearly, ensuring tickets have a defined next‑step path.
• Provide warm transfers to other technicians when needed.
• Deliver training and guidance on company software and systems.
• Configure new workstations, create user accounts, shared mailboxes, and distribution lists.

Required profile

• Minimum 3 + years of experience in IT support.
• Ability to adhere to Adacel’s Drug‑Free Workplace Policy and pass a background check.
• Possession of a valid passport or ability to obtain one.
• Physical ability to lift occasional items up to 50 lb and perform repetitive hand movements.

Required skills

• Microsoft Office 365, Exchange Online, SharePoint.
• Active Directory and Azure AD.
• Windows and Linux operating systems.
• Anti‑spam and anti‑malware solutions.
• Remote troubleshooting and ticketing systems (Jira Service Management, Zoho Desk).
• Atlassian Jira and Confluence.
• Cybersecurity training platforms (KnowBe4).
• Password vaults (LastPass).
• Antivirus/Malware protection (Cylance).
• Network troubleshooting and basic networking standards.
• Hardware configuration, appliance maintenance, and system administration.

What we offer

• Four weeks of vacation.
• Company‑matched RRSP, SPSP, and TFSA contributions.
• 100 % employer‑paid health insurance from day one.
• Work‑life balance programs and a customizable benefits package.