Bilingual IT Help Desk Tech (French/English) – Remote

DMI; United States; Remote; USD 36,000 - 44,000; Full time

Job summary

DMI, LLC is seeking a Bilingual Tier I Help Desk Technician (French/English) to join our Managed Mobility Services contact center. You will provide frontline technical support for mobile devices and document interactions in ServiceNow.

You will handle high-volume inquiries via phone, chat, and email, process MACD requests, activate devices, and assist customers with self-service portals. Strong communication and attention to detail are essential for success in this role.

Qualifications

• Bilingual in French and English with strong communication and problem-solving skills.
• Experience in customer service or technical support in a contact center.
• Familiarity with ServiceNow or another IT ticketing system.
• Proficiency with MS Office and basic IT concepts.

Responsibilities

• Provide first-level technical support to end users via phone, chat, and email.
• Troubleshoot mobile devices, connectivity, and account services.
• Create and manage tickets in ServiceNow, documenting issues and resolutions.
• Process MACD requests (Moves, Adds, Changes, Disconnects).
• Assist with device activation and initial configuration for first-time use.
• Guide users through orders in self-service mobility portals.
• Respond to inbound calls, chats, and voicemails in a high-volume center.
• Maintain QA and performance standards.
• Collaborate with other teams on overflow tasks and requests.
• Cross-train on additional responsibilities as needed.

Skills

Bilingual French/English

Education

High school diploma or equivalent

Tools

ServiceNow

Microsoft Office

MDM knowledge

Active Directory

Job description

DMI, LLC is seeking a Bilingual Tier I Help Desk Technician (French/English) to join our Managed Mobility Services contact center. You will provide frontline technical support for mobile devices and document interactions in ServiceNow.

You will handle high-volume inquiries via phone, chat, and email, process MACD requests, activate devices, and assist customers with self-service portals. Strong communication and attention to detail are essential for success in this role.