Bilingual IT Support Analyst Tier 1

Lifemark Health Group; Saint John; On-site; CAD 45,000 - 60,000; Full time

Job summary

A healthcare company is seeking a Bilingual IT Helpdesk Agent Tier 1 to provide remote support across Canada. The role requires fluency in French and English, excellent communication skills, and a strong background in customer service and IT support. Responsibilities include managing helpdesk tickets and resolving technical issues, ensuring client satisfaction within a collaborative environment.

Qualifications

• Fluently bilingual in French and English for national interactions.
• Strong communication skills to assist non-technical users.
• Ability to manage customer inquiries with patience.

Responsibilities

• Manage helpdesk tickets and support requests.
• Communicate effectively with users and resolve issues.
• Diagnose technical problems related to software.

Skills

Bilingual in French and English

Excellent time management skills

Strong verbal and written communication skills

Customer service experience

Knowledge of Microsoft Windows

Experience with CRM applications

Tools

Microsoft Office 2016/2019/O365

Microsoft Active Directory

SalesForce

Zendesk

Service NOW

Job description

Bilingual IT Helpdesk Agent Tier 1

Permanent - Full Time - Remote Opportunity

At Lifemark, we’re more than a healthcare company — we’re a movement. With clinics across Canada, we’re leading the way in injury recovery, patient care, and prevention. Our teams are united by one purpose: “Movement to a Better Life.”

When you join us, you’re not just taking on a job — you’re becoming part of a mission-driven, people-first culture where your leadership helps communities thrive.

Opportunity

Bring your difference. Make a difference.

We’re looking for a Bilingual Helpdesk Agent Tier 1 to work remotely supporting our employees across the country with incoming ticket requests. Reporting to the Senior Helpdesk Manager, you’ll have the ability to be part of an extremely collaborative work environment and provide exceptional client service.

Primary Responsibilities

• Daily management of helpdesk tickets and level I support requests
• Communicate effectively with users, internal teams, and potentially external vendors to coordinate solutions
• Provide clear and concise instructions to users, ensuring their satisfaction and understanding of solutions
• Identify and elevate complex or unresolved issues to the appropriate level of technical support
• Manage recommendations and obtain approvals for procurement of IT equipment and software
• Diagnose and resolve technical problems related to software applications

Requirements

• Must be fluently bilingual in French and English as this role will have interactions at a National Scale
• Excellent time management skills
• Strong verbal and written communication skills to explain technical issues to non-technical users
• Ability to handle customer inquiries with patience and professionalism
• Work with different divisions understanding their needs
• Set clear expectations and define key performance indicators for self
• Work within a team environment providing insight when appropriate
• Ability to work with minimal supervision
• Knowledge of Microsoft Windows operating systems and MS Office 2016/2019/O365
• Understanding of remote management tools and techniques
• Experience with Microsoft Active Directory
• Working knowledge of CRM applications such as SalesForce, Zendesk, Service NOW
• Previous Medium to Large Enterprise Customer Service experience
• Previous experience in IT support, Call Centre and/or Ticketing tool environment is required
• Hours of Operation Monday to Friday 7AM – 8PM EST set 8 hour shifts/40 hours/week as per business needs

Inclusion

We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.

Accommodation

Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. Email us at Talentatlifemark.ca