IT Helpdesk Specialist

About the role

The IT Helpdesk Specialist provides day‑to‑day technical support for Cineplex’s ecosystem, handling Level 1 incidents and escalating more complex issues. The role requires availability for shift work, including evenings, weekends and holidays, to ensure 24/7 coverage.

Key responsibilities

• Deliver first‑level support for hardware and software across all Cineplex lines of business.
• Use the Helpdesk ticketing system to triage, prioritize and resolve inbound incidents via phone, instant message or email.
• Resolve Level 1 issues directly and manage escalations from other staff when needed.
• Monitor and support components of the Cineplex systems infrastructure proactively.
• Document solutions in the company Knowledgebase and contribute to continuous‑improvement initiatives.
• Participate in IT projects and duties assigned by management.

Required profile

• A degree in Computer Science, Information Technology or a related field.
• 1‑3 years of IT Help Desk or desktop support experience.
• Experience with retail POS systems (e.g., MS Vista POS) is a strong asset.
• Industry certifications such as MCSE, CISSP, MCITP, A+, or ITIL V3 are highly valued.
• Strong customer‑service background and ability to work in a fast‑paced, shift‑based environment.

Required skills

• Windows operating systems support.
• macOS support.
• Ubuntu Linux knowledge.
• Microsoft Office troubleshooting.
• Hardware and software diagnostics.
• Helpdesk ticketing tools.
• Basic scripting (optional).