Bilingual IT Service Desk Pro — French & English Support

Anone Inc.

Jersey City (NJ)

On-site

USD 45,000 - 65,000

Full time

2 days ago

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Job summary

Anone Inc. is seeking a Bilingual Service Desk Analyst Level I to provide front-line IT support for users. You will diagnose, troubleshoot, and resolve issues across networking, AD, DNS, and software, using ticketing systems, knowledge bases, and remote access tools.

Communication in English and French is required, with escalation as needed. Responsibilities include logging contacts, routing escalations to higher levels, and collaborating with 2nd/3rd level teams while maintaining knowledge

Qualifications

Experience in IT support and incident resolution.
Ability to use ticketing systems for logging and categorization.
Familiarity with remote access tools.
Strong verbal and written communication in English and French.

Responsibilities

Provide quality customer support for IT-related issues via call, chat, email or web ticket.
Perform diagnostics, troubleshooting and resolution based on knowledge articles.
Use tools for resolution (remote takeover, knowledge base, ticketing systems, communication).
Log and categorize all contacts in an incident management tool.
Route unresolved contacts to 2nd/3rd level support per knowledge base.
Collaborate with 2nd/3rd level teams as required.
Ticket follow-up: monitor queue daily and take appropriate action.
Identify and escalate issues.
Develop knowledge and stay updated on new processes.