Bilingual IT Help Desk Support

1 week ago

Montroyal, Canada YM Inc Full time

The YM Group of Companies was founded on the strength of a single retail store in the heart of downtown Toronto in 1975, under the name Stitches. Today we are one of North America’s leading apparel retailers operating over 750 stores across Canada and the United States under the following banners: Stitches, Urban Planet, Urban Behavior, Sirens, West 49, Urban Kids, Suzy Shier and Bluenotes.

**Job Overview**

**Duties and Responsibilities**:

- Serve as primary point of contact for users regarding overall support, policies and procedures
- Assign/escalate issues to appropriate IT Systems Support technician
- Keep users always informed on status of their tickets
- Follow up with assigned personnel to ensure timely resolution of problems
- Document and maintain solutions in appropriate support systems
- Escalate recurring problems to the IT Support Team Lead, ensuring that all efforts at troubleshooting the issue have been made
- Proactively identify improvement opportunities and work with the Manager, IT Support to implement processes that enhance Help Desk operations

**Qualifications**
- Post-secondary education in a related field or equivalent
- Minimum 2 years’ experience in an information technology position, providing computer support
- Strong understanding of Windows OS XP, WIN7/8. Mac OSX, MS Office
- Working knowledge of AS400
- Experience with Windows domain networking, local area networking, and remote access software, VPN and VM technology troubleshooting
- Experience in end-user support, assisting and training
- Technical writing skills
- Proficient in Microsoft Office

**Related Work Skills**
- Capacity to form effective relationships with users
- Strong communication skills, both verbal and written
- Works well in a team environment
- Effective time management and multitasking skills
- Strong organizational skills with an ability to prioritize tasks
- Proven ability to work well under pressure and meet all deadlines
- Strong analytical and problem-solving skills
- Strong technical understanding and ability to learn new programs quickly
- Self-motivated, energetic and able to adapt quickly to change
- Willingness to work a flexible schedule

This posting is for an open vacancy.

**Experience**:

- Help desk: 1 year (required)

**Language**:

- French (required)

Work Location: In person

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