Playground is an internationally renowned gaming destination located a short 15-minute drive south of downtown Montreal, within the Mohawk territory of Kahnawake. We are currently expanding, unveiling new gaming floors, a luxurious hotel, and specialized dining options.

POSITION OVERVIEW:

We’re seeking a proactive IT Help Desk Specialist with Level 2-3 experience to join our dynamic IT department. You’ll collaborate with our team, using your advanced troubleshooting skills to provide top-notch customer service in a fast-paced environment. This role involves owning complex technical issues, driving resolutions, and optimizing our IT systems, including desktops, software, networks, and peripherals. If you’re a seasoned help desk pro ready to make an impact, this challenging opportunity is for you.

QUALIFICATIONS:

• A minimum of 5 years’ experience in an IT helpdesk role, ideally in a high-volume setting.
• Strong knowledge of computer hardware, Windows, mobile operating systems, and commonly-used software.
• Experienced in cybersecurity protocols.
• Familiar with scripting languages for task automation.
• Exceptional problem-solving and critical thinking abilities, especially under pressure.
• Strong verbal and written communication skills.
• Committed to customer service and user satisfaction.
• Able to multitask and manage priorities effectively.
• Detail-oriented with a keen interest in technological advancements.
• Relevant certifications like CompTIA A+, Network+, or Security+ are highly desirable.

Playground est une destination de jeu internationalement reconnue située à seulement 15 minutes en voiture au sud du centre-ville de Montréal, sur le territoire mohawk de Kahnawake. Nous sommes actuellement en expansion, dévoilant de nouveaux espaces de jeu, un hôtel luxueux et des options de restauration spécialisées.

• Provide technical support to address a variety of hardware, software, and network issues; experienced in advanced diagnostics and troubleshooting methods required.
• Efficiently troubleshoot and resolve incidents to minimize operational downtime.
• Handle user queries in-person and through a ticketing system.
• Document incident reports, including resolution steps and required follow-ups.
• Escalate complex technical issues to higher-level IT staff and collaborate on solutions.
• Install, configure, and maintain IT hardware and software across the facility.
• Continually update technical skills to align with industry advancements, with an ability to contribute to IT policy and procedural design.
• Work both independently and as part of a team to meet key performance indicators and maintain high service levels.
• Participate in IT projects to improve and streamline processes.
• Oversee the order and cleanliness of server rooms and perform hardware inventory checks.
• Contribute to and maintain the company’s Knowledge Base.
• Produce daily action reports.
• Strictly adhere to confidentiality and data protection protocols.