Why This Job is Featured on The SaaS Jobs
This IT Helpdesk Specialist role stands out in a SaaS context because it supports the internal systems that product, engineering, and go to market teams rely on to ship and serve customers. Positioned at an R&D headquarters and focused on employee support, it sits close to the operational backbone of a software company where identity, device management, and collaboration tooling are central to day to day execution.
For a long term SaaS career, the role builds durable fundamentals in service management and endpoint operations, with recurring exposure to common SaaS workplace stacks such as Microsoft 365, Slack, and Zoom. The emphasis on triage, documentation, and continuous improvement aligns with how SaaS organizations scale internal support through processes, knowledge bases, and self service, creating experience that transfers across IT, systems administration, and ITSM oriented paths.
It is best suited to someone who enjoys being the first point of contact, communicating clearly under ambiguity, and closing the loop with stakeholders. The work favors a practical problem solver who can balance quick resolutions with disciplined escalation and documentation, and who wants hands on exposure to modern identity and device tooling in an office based environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Keep the business running smoothly behind the scenes!
Have you ever been the person everyone turns to when technology gets in the way? As one of our IT Helpdesk Specialist at Coveo, you'll be the first point of contact for employees seeking technical assistance, helping them stay productive and focused on what matters most.
From resolving technical issues to setting up new team members for success, you'll play a key role in delivering a seamless employee experience while growing your technical expertise in a collaborative and fast-paced environment.
As our IT Helpdesk Specialist, you will:
Provide first-level support for internal technical issues, including account provisioning, password resets, device troubleshooting, and application support.
Triage, prioritize, and resolve requests through our IT service management platform while ensuring clear and timely communication with users.
Escalate complex issues to specialized teams and keep employees informed throughout the resolution process.
Support employee onboarding and offboarding by preparing hardware and ensuring accounts and access are ready on time.
Document recurring issues and solutions to strengthen internal knowledge and self-service resources.
Contribute to continuous improvements that enhance the overall employee IT experience.
Here is what will qualify you for the role:
At least one year of experience in a technical support, helpdesk, or service desk environment.
Solid knowledge of Windows and macOS operating systems, computer hardware, and workplace tools such as Microsoft 365, Slack, and Zoom.
Strong communication and customer service skills with the ability to explain technical concepts clearly.
A proactive mindset, curiosity, and a genuine passion for solving problems and helping others.
What will make you stand out:
Experience with IT service management platforms such as Jira Service Management or ServiceNow.
Familiarity with identity, access, and device management solutions such as Microsoft Entra ID, Okta, Google Workspace, Jamf, or Microsoft Intune.
Understanding of networking fundamentals, including virtual private networks (VPN), domain name system (DNS), and Wi-Fi.
Comfortable using command-line tools to investigate and troubleshoot technical issues.
Do you think you can bring this role to life? Send us your application, we want to hear from you!
Join the Coveolife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.
Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact HR@Coveo.com to discuss your needs.
