Bilingual IT Help Desk Support

Beyond Bilingual Inc.; Montreal (administrative region); On-site; CAD 54,000 - 66,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Employee discounts

Casual dress code

Training & onboarding

Family-oriented atmosphere

Tuition reimbursement

Career advancement

Job summary

Beyond Bilingual Inc. is seeking a Bilingual IT Help Desk Support to provide user support for company applications and platforms.

The role focuses on troubleshooting issues and guiding users to resolve technical problems in a fast, friendly manner. You will be the first point of contact for users at the Montreal corporate office and across 4 supported sites, handling inquiries, documenting solutions, and escalating complex cases when needed.

Qualifications

• Post-secondary education in a related field or equivalent experience.
• At least 1 year of IT support experience.
• Strong knowledge of Windows 11/8, Mac OSX and MS Office.
• Experience with Windows domain networking, VPN and VM troubleshooting.
• Technical writing skills.

Responsibilities

• Act as the primary contact for users, handling inquiries related to support and procedures.
• Escalate technical issues to IT Systems Support technicians for corporate offices.
• Maintain ongoing communication with users about ticket status.
• Follow up to ensure problems are resolved in a timely manner.
• Document solutions in support systems for future reference.
• Escalate recurring problems to IT Support Team Lead after troubleshooting.

Skills

Communication

Customer relations

Team player

Time management

Organization

Under pressure

Analytical thinking

Learning agility

Self-motivation

Flexible schedule

Education

Post-secondary education or equivalent

Tools

Windows 11/8

Mac OSX

Microsoft Office

VPN & VM troubleshooting

Job description

Work Arrangement: 100% Onsite (Corporate Office)

Schedule: Monday to Friday, 8:00 AM - 5:00 PM (1-hour lunch)

Salary: up to $60,000

Company Overview

Our client is a leader in their industry and continues to grow, operating an integrated network of retail stores that provide a full range of clothing choices within various niches. They offer an inclusive, supportive, and growth-oriented work environment.

• Company-paid health, dental, and vision benefits (after 6 months)
• Employee discounts
• Casual dress code
• Comprehensive training and onboarding
• Supportive, family-oriented work atmosphere
• Tuition reimbursement opportunities
• Tremendous career advancement potential

Job Overview

The Bilingual IT Help Desk Support role is responsible for providing user support and customer service for company-supported computer applications and platforms. This position is focused on troubleshooting problems and advising users on the most appropriate course of action to resolve technical issues.

Duties and Responsibilities

• Act as the primary point of contact for users, handling inquiries related to support, policies, and procedures.
• Assign and escalated technical issues to the appropriate IT Systems Support technician, supporting corporate offices. There are a total of 10 corporate offices, with 4 being directly supported by this role.
• Maintain ongoing communication with users, ensuring they are always informed about the status of their support tickets.
• Follow up with assigned personnel to ensure that reported problems are resolved in a timely manner.
• Document and maintain solutions within the appropriate support systems for future reference.
• Escalate recurring or unresolved problems to the IT Support Team Lead after all troubleshooting efforts have been made.
• Proactively identify opportunities for improvement and collaborate with the Manager, IT Support, to implement processes that enhance Help Desk operations.

Qualifications

• Post-secondary education in a related field or an equivalent combination of education and experience
• At least one year of experience in an information technology role, specifically in providing computer support.
• Strong understanding of Windows 11/8, Mac OSX, and Microsoft Office applications.
• Experience with Windows domain networking, local area networking, remote access software, VPN, and virtual machine (VM) technology troubleshooting.
• Background in end-user support, including assisting and training users.
• Technical writing skills.
• Proficiency in Microsoft Office.

Related Work Skills

• Ability to build effective relationships with users.
• Strong verbal and written communication skills.
• Team player who works well in collaborative environments.
• Effective time management and multitasking abilities.
• Excellent organizational skills and the ability to prioritize multiple tasks.
• Proven ability to perform well under pressure and meet deadlines.
• Strong analytical and problem-solving skills.
• Solid technical understanding and the capacity to learn new programs quickly.
• Self-motivated, energetic, and able to adapt quickly to changes.
• Willingness to work a flexible schedule as needed.