Technical Help Desk Specialist

LanceSoft; Golden Horseshoe; Hybrid; CAD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Technical Help Desk Specialist to provide exceptional support in a hybrid work environment. This role involves assisting users with technical inquiries, troubleshooting issues, and ensuring smooth operations. The ideal candidate will possess strong bilingual communication skills in English and Spanish, along with a solid background in customer service and technical support. With opportunities for growth and a flexible schedule, this position is perfect for those looking to thrive in a dynamic setting while making a meaningful impact on user experience.

Qualifications

• 2-3 years of customer service experience required.
• Fluency in both English and Spanish is mandatory.

Responsibilities

• Provide technical assistance to users via phone or remote.
• Troubleshoot software/hardware issues and resolve problems.

Skills

Fluent in English

Fluent in Spanish

Customer service experience

Browser troubleshooting

Technical assistance

Education

College/University in a related field

Tools

Configuration management software

Desktop communications software

Operating system software

Job description

Location:

2201 Eglinton Ave East Ecosystem 4 - 2 weeks training onsite and then Hybrid work model – 4 days onsite per month

Contract Duration: 12 months

Extension: Yes, possibility of extension

Schedule Hours: Monday-Friday – Either 9:30 am - 5:30 pm or 10:30 am - 6:30 pm, late shift coverage required on a rotation basis every 6 weeks - 12 pm - 8 pm shift

Summary:

The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone, or from a remote location.

Candidate Value Proposition:

The successful candidate will have the opportunity to work in a hybrid environment, coming in only 2 times a month. The team offers a wide range of support and opportunities for growth.

Typical Day in Role:

• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower to high complexity level
• Troubleshoot customer concerns over inbound phone calls
• Enter commands and observe system functioning to verify correct operations and detect errors
• Maintain records of daily data communication transactions, problems, remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Must Haves:

• Fluent in English and Spanish - mandatory (no exceptions, bilingual and fluency in both required)
• 2-3 years customer service experience
• 2-3 years of browser troubleshooting practices
• Knowledge of computer software, such as configuration management software, desktop communications software, and operating system software

Nice to Have:

• Previous help desk or contact center experience
• Technical help desk experience

Education:

College/University in a related field preferred but not required

Best vs Avg Candidate:

Strong technical helpdesk experience with strong language proficiency.