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Bilingual Deskside Support

2 weeks ago

Montréal, Canada Insight Enterprises, Inc. Full time

**Requisition Number**:
**93049**

**BILINGUAL DESKSIDE SUPPORT SPECIALIST**

**GENERAL ACCOUNTABILITY**

The Managed Services - Deskside Support Specialist will report to the Service Desk Manager. Responsible for providing primarily onsite support, may also provide virtual remote support, and coverage on the Service Desk when not working at a client site.

**SPECIFIC ACCOUNTABILITIES**
- Deploy desktops and peripherals following deployment documentation and checklists
- Perform complex hardware and/or software upgrades to existing equipment
- Perform network connections for desktops and printers
- Perform troubleshooting to determine and resolve the root cause of most hardware or software malfunctions at the desktop level
- Perform complex moves, adds, changes of computer equipment
- Understanding of deployment guidelines
- Working at client sites, when not working with client this position will work with Service Desk
- Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides
- Create end user documentation and troubleshooting guides for common issues or scenarios
- Respond to IT support calls/requests when covering shifts on service desk
- Be available for regular work assignments during evenings and weekends
- 7x24 on-call may be requirement for this role

**QUALIFICATION (EDUCATION, EXPERINCE, KNOWLEDGE, SKILLS, AND ABILITIES)**
- A+ Certification and MCP preferred
- ITIL v3 or greater certification nice to have but not required
- Minimum of two (2) years of related job experience
- Experience with Windows operating systems
- Extensive customer service experience
- Good written and verbal communication skills
- A sense of urgency to complete tasks and assignments
- Ability to diffuse tense customer situations and project a positive, confident outlook
- High level of integrity and honesty
- Ability to take direction and follow practices and procedures consistently and accurately
- Good time management skills
- Ability to work independently as well as in a team environment
- Experience with a desktop productivity suite
- Must have a valid driver’s license and vehicle and a clear driving record abstract is required
- Must be able to lift a minimum of 40 lbs. on a regular basis

**PHYSICAL REQUIREMENTS - DEMANDS ANALYSIS**

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements - Demands Analysis
- Handling maximum of 21-65 lbs.
- Lifting
- 5- 65 lbs. (occasional) - low level lifting
- 5- 65 lbs. (frequent) - waist level lifting
- 5-65 lbs. (rare) - above shoulder lifting
- 5- 65 lbs. (occasional) - front carry
- 5-65 lbs. (rare) - side carry
- Pushing/Pulling (hand carts and dollies)
- 60-100 lbs. (occasional)
- Sitting/driving (constant)
- Trunk rotation (rare)
- Crouching/squatting/kneeling/crawling (occasional)
- Walking and standing (frequent)
- Climbing stairs (occasional)
- Hand use (frequent)

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Montreal || Quebec (CA-QC) || Canada (CA) || IT Infrastructure & Support || None || CA - Montreal, QC ||