IT Helpdesk Agent

**Title**:Bilingual Helpdesk Agent

**Status**:Permanent Full-Time
**Location**:Remote or In office (Burlington/Toronto)

**Lifemark** began over 20 years ago and is currently in a period of significant expansion. Born and bred in Canada, Lifemark has over 5000 employees and provides services in over 300 physiotherapy clinics across the nation. Lifemark operates a Seniors Wellness division providing services to over 165 long-term care and retirement homes in Ontario and BC, as well as a homecare division operating under the Community Advantage Rehab brand. Lifemark is a leading provider of Medical Assessments performing independent medical assessments across Canada under the Viewpoint brand.

We are seeking an **IT Helpdesk Agent (Tier 1)**:
**Schedule: 7AM-3PM EST or 8AM-4PM EST supporting a Monday to Friday 7AM-8PM EST (not required to be located in the EST time zone)**

**Primary Responsibilities**:

- Ensure quality customer service and problem resolution through level I triage support to users when they contact the Helpdesk to report problems with business systems.
- Daily management of helpdesk tickets and level I support requests
- Superior written and verbal communication skills, as well as the ability to work under difficult situations under pressure.
- Excellent problem diagnostic skills.
- Ability to work under pressure to be responsive to client calls for assistance

**Competencies**:

- ** Bilingualism (French/English) is required**:

- Ability to be diplomatic with difficult individuals is a premium skill for this position.
- Ability to manage multiple situations and prioritize accordingly.
- Excellent time management skills
- Strong written and verbal communication
- Work with different divisions understanding their needs
- Set clear expectations and define key performance indicators for self
- Work within a team environment providing insight when appropriate
- ITIL knowledge a bonus

**Additional Qualifications**:

- Familiarity with Microsoft desktop operating system operation and diagnostics.
- Familiarity with Microsoft Office Suite and troubleshooting. (MS Office 2016/2019 and MSO365)

***Experience**:

- Superior customer service experience and technical support required
- Salary is commensurate with the level of responsibility associated with this role._