Help Desk Support Technician

BCforward; United States; Remote; CAD 31,000 - 44,000; Part time

Job summary

BCforward is seeking a bilingual Help Desk Support Technician (English/French) for a remote, part-time contract role in Canada. You will join the team supporting the client with L1 service desk operations, troubleshooting, and timely incident resolution within SLAs.

The ideal candidate has strong communication skills, is capable of logging and tracking requests, and can escalate as required while maintaining excellent customer service across multiple accounts and channels.

Qualifications

• Bilingual proficiency in English and French (written, read, and spoken).
• High school diploma or GED; technical training in computer support preferred.
• One or more years of technical or customer support experience.
• Experience with enterprise products and operating systems.

Responsibilities

• Respond to help desk inquiries via phone, email, web, SST, and chat across multiple accounts.
• Provide L1 troubleshooting guidance for software and hardware and resolve or escalated as defined.
• Log, track, and document all requests in a problem management database with accurate assignment and hierarchy.
• Follow up with customers to ensure closure within contracted time frames and SLAs.
• Identify, evaluate, and prioritize issues and complaints to ensure appropriate resolution.
• Perform other related tasks as required.

Skills

Bilingual English/French

Troubleshooting

Customer support

Education

High school diploma or GED

Technical training in computer support

Job description

Job Title: Bilingual Help Desk Support Technician- Part time

Location: Remote

Duration: Contract - 4 months

Pay Range: CAD $27/hr

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Help Desk Technician (Bilingual English/French) to join our team supporting the client. The ideal candidate will have strong experience in L1 service desk operations, troubleshooting, and customer support and a proven ability to resolve incidents within SLAs and follow defined escalation processes.

Responsibilities:

• Respond to help desk inquiries via phone, email, web, SST, and chat across multiple accounts.
• Provide L1 troubleshooting guidance for software and hardware and resolve or escalated as defined.
• Log, track, and document all requests in a problem management database with accurate assignment and hierarchy.
• Follow up with customers to ensure closure within contracted time frames and SLAs.
• Identify, evaluate, and prioritize issues and complaints to ensure appropriate resolution.
• Perform other related tasks as required.

Required Skills & Qualifications:

• Bilingual proficiency in English and French (written, read, and spoken).
• High school diploma or G.E.D.; technical training in computer support preferred.
• One or more years of technical or customer support experience.
• Experience with enterprise products and operating systems.
• Demonstrated ability to troubleshoot and resolve computer-related issues.
• Familiarity with company escalation policies and procedures.

Preferred Skills:

• Knowledge of ITIL-based incident management practices.
• Rotating 24/7 shift coverage, including nights and weekends.
• Business casual environment; ability to work onsite as required.

Core Competencies:

• Strong communication and interpersonal skills.
• Organizational skills to balance and prioritize workload.
• Analytical and problem-solving aptitude.
• Ability to work independently and in a team setting; leadership to mentor junior staff.