IT Support Specialist -Bilingual

About Us

Zef Scientific is a leader in multivendor maintenance and service solutions for LCMS and analytical instruments. Trusted by laboratories across biotech, pharma, and research, we provide fast, expert support that keeps science moving forward. Join our team and help drive innovation and operational excellence across North America’s laboratories.

About the Role

We are seeking a bilingual IT Support (Level 1) professional to provide first-line technical support to employees across Canada, the U.S., and international offices.

This role is responsible for managing service desk tickets, troubleshooting technical issues, and delivering high-quality user experience. The position supports daily IT operations.

This is a fully on-site position based in Laval, QC

Key Responsibilities

• Provide Level 1 technical support (onsite and remote)
• Manage and resolve service desk tickets within SLA targets
• Troubleshoot hardware, software, and basic network issues
• Support Microsoft 365 (Outlook, Teams, Office)
• Manage user accounts in Active Directory / Azure AD (password resets, permissions)
• Assist with VPN and connectivity issues
• Install and maintain workstations, laptops, and peripherals
• Support onboarding/offboarding (device setup and access provisioning)
• Document incidents and resolutions in the ticketing system
• Escalate complex issues when required
• Assist with asset tracking, maintenance, and system updates
• Provide basic user training and technical guidance

Qualifications

Experience

• 2–3 years of hands-on IT support experience
• Prior Level 1 or service desk experience required

Technical Skills:

• Microsoft 365
• Windows OS and basic Windows Server knowledge
• Active Directory / Azure AD
• Basic networking (TCP/IP, DNS, DHCP, VPN)
• Ticketing systems and remote support tools
• Understanding of cybersecurity best practices

Education/Certifications:

• Diploma or certification in IT or related field****

Language Requirement (Mandatory)

Full professional proficiency in French and English is required to support both Quebec-based and U.S.-based employees.

What We’re Looking For

• Strong troubleshooting ability
• Clear communication skills
• Customer-focused mindset
• Ability to work independently in an on-site environment
• Interest in growing into Level 2 responsibilities over time