Bilingual Helpdesk- French/English

IT Support Specialist I - Helpdesk Analyst

Fortune 200 Client!

1 Year Contract!

Requirements: To provide customers with quality and timely support for their technology, and achieve the corporation's customer satisfaction goals with internal and external customers where applicable. This job will primarily be support internal written applications and websites. The support tasks for this position include call and email handling, problem identification, logging and tracking, resolution, and escalation as appropriate to escalation points. This position documents problems and solutions, and records all activity and communications regarding problem calls. There is a possibility of overtime and on-call as needed.

CANDIDATES REQUIRED TO BE BI-LINGUAL - ENGLISH/FRENCH

TOOLS/APPLICATIONS: DEMONSTRATES THE FOLLOWING SKILLS AND BEHAVIORS:

- Basic to advanced PC troubleshooting
- Basic knowledge of PC hardware
- Knowledge of Microsoft Operating Systems from a support perspective
- Working knowledge of troubleshooting methodologies in a networked environment
- Knowledge of Desktop Applications with an emphasis on Microsoft Office products
- Basic understanding of connectivity protocols and drivers
- Understanding of support issue tracking software (ie Remedy)
- Strong Customer Service skills
- Strong verbal and written communication skills
- Ability to deal with unresolved situations, frequent change, delays, or unexpected events
- Collaborative nature and willingness to take ownership of issues involving multiple support groups
- Acquire, maintain and expand knowledge of relevant product offerings, current support policies and methods of support delivery, in order to provide technically accurate solutions to users. Continue self-improvement through training.

Handle and/or respond to escalations as appropriate.

BASIC QUALIFICATIONS:
BS/BA degree with three years technical experience or two-year technical degree with five years experience. Must have the ability to provide positive customer service and advanced communication, problem solving and technical writing skills. Technical proficiency in relevant operating systems, applications and/or languages is required. Computer programming and troubleshooting experience preferred.

There is a possibility of overtime and on-call as needed.

Experience Level: (2 - 4 years).
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associates degree in a related area or 0 - 1 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Agents have an expected resolution rate between 60% - 85%. Average expected time on task between 10 to 45 minutes. May be responsible for 2 to 3 accounts. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager.

Please see attached job description for detailed requirements.

This position requires candidates be bi-lingual - English/French.