Bilingual IT Support Analyst

Bilingual Service Desk Analyst (12-month Contract) McCarthy Tétrault is a Canadian law firm that offers a full suite of legal and business solutions to clients in Canada and around the world. At McCarthy Tétrault, we offer challenging and rewarding career opportunities in our offices in Toronto, Montreal, Quebec City, Calgary and Vancouver. We are delighted to have earned the distinction of one of Canada’s Best Diversity Employers for the thirteenth consecutive year in 2025. Our culture is built on professional excellence, collaboration, innovation, thought leadership and entrepreneurialism. We embrace inclusion in all its forms and we provide the tools and opportunities to help our people develop to their full potential. We are recruiting a Bilingual Service Desk Analyst to join our team in our Montreal office. The successful candidate must have a minimum of 3 to 5 years of experience in IT support and will be responsible for assisting IT colleagues with special projects, identifying, researching, troubleshooting, and resolving technical issues related to any application or hardware. McCarthy Tétrault employees benefit from a hybrid work environment. Bilingualism is required as this is a collaborative role at the national level and the candidate will be handling and following up on various requests from clients and third parties who only understand and communicate in English. This position also requires the candidate to be able to interact seamlessly with colleagues in our offices across Canada, where English is the predominant language. As we estimate that more than 50% of the work required for this position must be performed in English, and in order to ensure that the employee in this position can perform their duties autonomously and effectively, candidates for this position must be able to communicate appropriately in French and English both orally and in writing. As a Bilingual Service Desk Analyst, you will be: Responding to telephone calls, e‑mails, voicemails and drop‑bys for technical support of MT>Divisions team members that includes identifying, researching, documenting, troubleshooting and resolving technical problems in a timely manner. Identifying, researching, troubleshooting and resolving technical problems on any related application or hardware. Providing one‑on‑one training to end users for specific hardware and software issues. Escalating and liaising with other IT teams to resolve incidents and service requests. Assisting IT colleagues on special projects. Documenting, logging and tracking all calls, e‑mails, voicemails and drop‑ins using an Enterprise Service Management software. Providing onsite support to colleagues based in our Montreal office. As our ideal candidate, you will distinguish yourself by the following profile: College diploma in Computer Systems, Systems Administration, or related technical discipline. Minimum of 3-5 years of related experience preferably in a professional services environment. Office 365/Azure AD administration experience or working knowledge. Any certifications related are an asset. Bilingualism (French/English) is required. Good analytical problem solving skills; ability to troubleshoot and resolve application problems. Excellent interpersonal skills and telephone manner; strong client‑service focus and ability to correspond with lawyers and staff as well as create end user documentation. Patience, flexibility and an ability to deal with and manage difficult situations. Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques. A curiosity about technology and willingness to understand how technology works to enable better business outcomes. An energetic, proactive and positive approach to all activities. Demonstrated “can do” attitude to ensure tasks and activities are managed with the utmost efficiency and effectiveness. Outstanding organizational and time management skills. Ability to prioritize multiple tasks/deadlines as they relate to projects. Demonstrated ability to ensure utmost confidentiality and discretion at all times. Ability to work independently and proceed with objectives under minimal supervision. As a member of the McCarthy team, you will have access to: Outstanding benefits from day one, including insurance premiums paid by the Firm. Competitive compensation including paid overtime. A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two‑way feedback. Strong community involvement and a commitment to equity, diversity and inclusion. A collaborative, cohesive culture that connects lawyers and business teams through collective purpose. How to Apply: We encourage external candidates to apply online and internal applicants must apply directly through our internal careers portal on Espresso. We look forward to receiving your application. We thank all applicants for their interest in McCarthy Tétrault; however, only chosen applicants will be contacted. We regret that we are unable to respond to individual inquiries about application status. McCarthy Tétrault is an equal opportunity employer that fosters an inclusive, equitable, and accessible environment. Please notify us if you require accommodation at any time during the recruitment process. #J-18808-Ljbffr