Bilingual IT Help Desk Support

Job summary

Provide primary technical support and customer service for company-supported applications and platforms across corporate offices. Responsibilities include troubleshooting technical issues, documenting solutions, and escalating complex problems to the IT Support Team Lead.

Job details

Bilingual IT Help Desk Support Location: Mont-Royal, Montreal Job Type: Full-Time, Permanent Work Arrangement: 100% Onsite (Corporate Office) Schedule: Monday to Friday, 8:00 AM – 5:00 PM (1-hour lunch) Salary: up to $60,000 Company Overview Our client is a leader in their industry and continues to grow, operating an integrated network of retail stores that provide a full range of clothing choices within various niches. They offer an inclusive, supportive, and growth-oriented work environment. Perks & Benefits • Company-paid health, dental, and vision benefits (after 6 months) • Employee discounts • Casual dress code • Comprehensive training and onboarding • Supportive, family-oriented work atmosphere • Tuition reimbursement opportunities • Tremendous career advancement potential Job Overview The Bilingual IT Help Desk Support role is responsible for providing user support and customer service for company-supported computer applications and platforms. This position is focused on troubleshooting problems and advising users on the most appropriate course of action to resolve technical issues. Duties and Responsibilities Act as the primary point of contact for users, handling inquiries related to support, policies, and procedures. Assign and escalate technical issues to the appropriate IT Systems Support technician, supporting corporate offices. There are a total of 10 corporate offices, with 4 being directly supported by this role. Maintain ongoing communication with users, ensuring they are always informed about the status of their support tickets. Follow up with assigned personnel to ensure that reported problems are resolved in a timely manner. Document and maintain solutions within the appropriate support systems for future reference. Escalate recurring or unresolved problems to the IT Support Team Lead after all troubleshooting efforts have been made. Proactively identify opportunities for improvement and collaborate with the Manager, IT Support, to implement processes that enhance Help Desk operations. Qualifications Post-secondary education in a related field or an equivalent combination of education and experience At least one year of experience in an information technology role, specifically in providing computer support. Strong understanding of Windows 11/8, Mac OSX, and Microsoft Office applications. Experience with Windows domain networking, local area networking, remote access software, VPN, and virtual machine (VM) technology troubleshooting. Background in end-user support, including assisting and training users. Technical writing skills. Proficiency in Microsoft Office. Related Work Skills Ability to build effective relationships with users. Strong verbal and written communication skills. Team player who works well in collaborative environments. Effective time management and multitasking abilities. Excellent organizational skills and the ability to prioritize multiple tasks. Proven ability to perform well under pressure and meet deadlines. Strong analytical and problem-solving skills. Solid technical understanding and the capacity to learn new programs quickly. Self-motivated, energetic, and able to adapt quickly to changes. Willingness to work a flexible schedule as needed.

What you’ll do

Provide primary technical support and customer service for company-supported applications and platforms across corporate offices. Responsibilities include troubleshooting technical issues, documenting solutions, and escalating complex problems to the IT Support Team Lead.

Requirements

Requires post-secondary education in a related field and at least one year of experience in an IT support role. Candidates must be proficient in Windows, Mac OSX, Microsoft Office, and networking technologies including VPN and VMs.

Benefits

• Health benefits • Dental benefits • Vision benefits • Employee discounts • Casual dress code • Comprehensive training and onboarding • Tuition reimbursement opportunities • Career advancement potential

Listed skills

• Time management · Preferred
• Problem solving · Preferred
• Multitasking · Preferred
• Microsoft Office · Preferred
• VPN · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Troubleshooting
• User Support
• Windows 11/8
• Mac OSX
• Microsoft Office
• Windows Domain Networking
• Local Area Networking
• Remote Access Software
• VPN
• Virtual Machine Technology
• Technical Writing
• Time Management
• Analytical Thinking
• Problem Solving
• Communication Skills
• Multitasking

Job areas

• Technology
• Customer Service & Support
• Retail