Bilingual IT Support Specialist

2 days ago

Brossard, Quebec, Canada Black & McDonald Limited Full time
About This Opportunity

Black & McDonald Limited is seeking a skilled Bilingual Service Desk Analyst to join our Corporate Service Group in Brossard, QC. As a key member of our team, you will provide day-to-day technical support to our employees, utilizing your analytical and communication skills to resolve issues efficiently.

Key Responsibilities
  • Provide expert technical support to employees via phone, email, and ticket management systems, ensuring timely resolution of issues.
  • Administer and maintain user accounts, permissions, and access rights, ensuring seamless access to company systems.
  • Set up and support hardware and software upgrades, ensuring minimal disruption to business operations.
  • Track and monitor requests, documenting progress and following up as necessary to ensure timely resolution.
  • Utilize knowledge bases, help desk tools, and websites to provide solutions to end users, ensuring effective issue resolution.
  • Identify and escalate priority incidents to next-level support and/or 3rd party vendors, ensuring prompt resolution.
  • Maintain functional knowledge of current technologies, protocols, and standards, ensuring compliance with company policies.
  • Ensure the security and confidentiality of all information managed by the Information Technology group, upholding the company's operations.
Competency Requirements
  • Communicate effectively with employees at all business levels, ensuring clear understanding of technical issues.
  • Continuously learn and adapt to new technologies, ensuring expertise in current systems and tools.
  • Focus on delivering exceptional customer service, ensuring employee satisfaction and loyalty.
  • Hold self and others accountable for meeting deadlines and resolving issues efficiently.
  • Solve problems creatively, identifying innovative solutions to complex technical issues.
  • Collaborate with team members to achieve common goals, ensuring seamless support to employees.
  • Value and respect others, fostering a positive and inclusive work environment.
Education and Experience Requirements
  • Post-secondary education in a related field, such as computer science or information technology.
  • 1-3 years of experience in a similar role, with a strong background in IT support and technical troubleshooting.
Skills and Abilities
  • Proficient in Windows Operating Systems and Microsoft Office applications.
  • Strong communication and interpersonal skills, with the ability to communicate effectively in English and French.
  • ITIL, A+, and Net+ certifications or similar qualifications would be an asset.

Black & McDonald Limited welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.

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