Bilingual Help Desk Level Ii

1 week ago

Ottawa, Canada Actualisation Full time

**Help Desk Support Level II**

**_Responsibilities_**
- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Performs general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support.
- May involve use of problem management databases and help desk system.
- May require an associate's degree in a related area and 3 to 5 years of experience in the field or in a related area.
- Able to follow project instructions, communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
- Demonstrated capability to achieve results accurately, on-time and meet or exceed Time-To-Task for project in a fast-paced, client-driven environment
- Follow-up with project team/coordinators and end users to provide status updates as per guidelines and objectives of project, IMAC and break/fix services
- Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

**__**_Qualifications_**
- Associate’s (or equivalent) degree in Computer Science or Information
- Technology from a technical school
- Minimum 1-3 years of experience
- Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
- Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
- Experience with multi-platform Windows O/S required
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
- Demonstrated capability to achieve results in a fast-paced, client-driven environment

**_Certifications_**
- CompTIA A+ Certification
- Min 1 OEM Desk/Notebook
- Dell Enterprise
- Basic non-warranty repair skills training as assigned
- (Cabling, Printers, Network, Servers)
- _And/Or_
- HP Printer Basics + Printers as assigned
- Lexmark Printer Basics + Printers as assigned
- _And/Or _Apple MAC Certifications as assigned

**_What You’ll Need_**
- Ability to speak both French and English conversationally is MANDATORY
- Ability to talk and type accurately at least 30 wpm
- Sound understanding of customer support, operations, and processes
- Able to communicate effectively in English & French both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

**_Nice to Have_**
- Basic knowledge of ITIL
- Basic understanding of Service Desk metrics/SLA’s
- Minimum of 1-year experience working in an IT Service Desk/Inbound Call Center environment - preferred
- Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
- Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
- Certification in relevant IT products/technologies a plus

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: $22.00-$25.00 per hour

Schedule:

- 8 hour shift

**Experience**:

- Help Desk Level II: 2 years (preferred)

**Language**:

- English and French (required)

Shift availability:

- Day Shift (required)

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