Bilingual IT Helpdesk Agent

6 days ago

North York, Canada Lifemark Health Group Full time

**Bilingual Helpdesk Agent Tier 1**

**Status**:Permanent Full-Time
**Location**:Ontario (or Quebec)
**Mandatory Requirement**: Professional level French-English bilingualism

**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)**:
**Primary Responsibilities**:

- Daily management of helpdesk tickets and level I support requests
- Remote and onsite support when required
- Maintain documentation of support and infrastructure
- Manage recommendation and obtain approvals for procurement of IT equipment and software
- Setup and installation of new systems and IT equipment

**Core Competencies**:

- Excellent time management skills
- ** Bilingualism (French/English) is required**:

- 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
- Change, incident and problem management according to ITIL

**Additional Qualifications**:

- Extensive knowledge of Microsoft Windows operating systems and MS Office 2010/16/O365
- An understanding of network topologies and protocols (including firewalls, routers, switches, etc)
- Understanding of remote management tools and techniques
- Experience with Microsoft Active Directory
- Knowledge of mobile platforms
- Some knowledge of Microsoft windows server platform

**Experience**:

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

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