IT Support Coordinator

About the company

LAPORTE is an engineering consulting firm delivering high-value engineering services to pharmaceutical, food processing, and industrial biotech plants. The organization operates 25 offices across North America and Europe and brings together more than 480 employees who are passionate about engineering.

The company promotes a motivating workplace built around independence, teamwork, and professional development. It values a flexible approach that supports work-life balance while encouraging effectiveness and day-to-day creativity.

The role is based in Montreal, near the Du Collège metro station.

Role overview

LAPORTE is looking for an IT Support Coordinator with ideally at least 5 years of relevant experience. Reporting to the Director of Information Technology, this person coordinates the day-to-day activities of the IT support function, contributes directly to incident and service request resolution, and serves as an escalation contact for support technicians. The position focuses on service quality, efficiency, and smooth handling of user issues.

Responsibilities

• Oversee service requests and incident handling for users from intake to resolution.
• Monitor the ticket queue, prioritize items, and make sure turnaround times are respected.
• Organize the team’s daily tasks and follow up closely on progress.
• Take part in resolving more complex issues that require deeper technical analysis.
• Distribute support requests among team members to keep workloads balanced and response times efficient.
• Act as the escalation point for support technicians when advanced technical input is needed.
• Track service quality and step in when certain requests need special attention.
• Spot recurring issues and recommend improvements to support workflows and internal documentation.
• Set up, update, prepare, and repair hardware and applications.
• Help expand and maintain the knowledge base and technical documentation for IT support.
• Ensure requests are handled efficiently and followed through completely.
• Record every intervention in detail in the ticketing system.
• Coordinate work with subcontractors.
• Keep the IT asset inventory up to date.

Requirements

• Diploma in computer science or an equivalent background.
• At least 5 years of experience in IT support.
• Experience in team coordination or supervision is considered an asset.
• Experience with modern device management tools such as Intune and Autopilot is an asset.
• Experience in Microsoft 365 environments, including Entra ID, access management, and security, is an asset.
• Strong teamwork skills with collaborative leadership and the ability to rally others.
• Well-developed organization, discipline, and self-reliance.
• Strong analytical thinking and troubleshooting abilities.
• Good command of Microsoft environments, including Windows 10/11, Microsoft 365, and Azure.
• Knowledge of Autodesk software is an asset.
• Solid understanding of networking and telecommunications.
• Experience repairing computer hardware is an asset.
• Willingness to take occasional rotating on-call shifts, including evenings, nights, weekends, and statutory holidays.
• Strong customer service orientation.

Benefits

• Hybrid work option.
• A workplace that supports accountability and professional growth.
• Comprehensive group insurance starting on day 1, including medical, dental, and vision coverage.
• 3 weeks of regular vacation upon hiring.
• 1 additional paid week of vacation at Christmas, when the company is closed.
• 1 extra personal leave week.
• Employer RRSP contribution of 4%.
• Reimbursement of public transit expenses.
• Access to a gym, weight room, and yoga space at the Montreal office.
• Electric vehicle charging stations.

Additional information

This is a mid-senior level role. Applicants should be ready for occasional after-hours support coverage as part of a rotating schedule.