Location: Mont-Royal, Montreal
Job Type: Full-Time, Permanent
Work Arrangement: 100% Onsite (Corporate Office)
Schedule: Monday to Friday, 8:00 AM – 5:00 PM (1-hour lunch)
Salary: up to $60,000

Company Overview

Our client is a leader in their industry and continues to grow, operating an integrated network of retail stores that provide a full range of clothing choices within various niches. They offer an inclusive, supportive, and growth-oriented work environment.

Perks & Benefits

• Company-paid health, dental, and vision benefits (after 6 months)
  • Employee discounts
  • Casual dress code
  • Comprehensive training and onboarding
  • Supportive, family-oriented work atmosphere
  • Tuition reimbursement opportunities
  • Tremendous career advancement potential

Job Overview

The Bilingual IT Help Desk Support role is responsible for providing user support and customer service for company-supported computer applications and platforms. This position is focused on troubleshooting problems and advising users on the most appropriate course of action to resolve technical issues.

Duties and Responsibilities

• Act as the primary point of contact for users, handling inquiries related to support, policies, and procedures.
• Assign and escalate technical issues to the appropriate IT Systems Support technician, supporting corporate offices. There are a total of 10 corporate offices, with 4 being directly supported by this role.
• Maintain ongoing communication with users, ensuring they are always informed about the status of their support tickets.
• Follow up with assigned personnel to ensure that reported problems are resolved in a timely manner.
• Document and maintain solutions within the appropriate support systems for future reference.
• Escalate recurring or unresolved problems to the IT Support Team Lead after all troubleshooting efforts have been made.
• Proactively identify opportunities for improvement and collaborate with the Manager, IT Support, to implement processes that enhance Help Desk operations.

Qualifications

• Post-secondary education in a related field or an equivalent combination of education and experience
• At least one year of experience in an information technology role, specifically in providing computer support.
• Strong understanding of Windows 11/8, Mac OSX, and Microsoft Office applications.
• Experience with Windows domain networking, local area networking, remote access software, VPN, and virtual machine (VM) technology troubleshooting.
• Background in end-user support, including assisting and training users.
• Technical writing skills.
• Proficiency in Microsoft Office.

Related Work Skills

• Ability to build effective relationships with users.
• Strong verbal and written communication skills.
• Team player who works well in collaborative environments.
• Effective time management and multitasking abilities.
• Excellent organizational skills and the ability to prioritize multiple tasks.
• Proven ability to perform well under pressure and meet deadlines.
• Strong analytical and problem-solving skills.
• Solid technical understanding and the capacity to learn new programs quickly.
• Self-motivated, energetic, and able to adapt quickly to changes.
• Willingness to work a flexible schedule as needed.