Bilingual (French & English) Level 1 IT Service Desk Support

Role:Â Bilingual (French & English) Level 1 IT Service Desk Support
Rates: Up to $25.00 p/h T4 / $33.00 p/h INC.
Structure: 12 Month contract
Location: Montreal, QC - 4x per week in office
 

--

We have a great new opportunity to support one of our Law Services clients in a contract capacity!

Please see below for more information on the position and if interested apply with an updated resume aligned to the needs of the role.

—

​​​​​​ Key Responsibilities

• Serve as the first point of contact for all IT-related queries (hardware, software, printers, applications, licenses, etc.) via phone, email, or in person.
• Provide desktop and application support at the first/second-line level with professionalism and efficiency.
• Log and update all issues within the ticketing system in accordance with defined processes.
• Escalate issues to Level 2 and Level 3 teams where appropriate.
• Own and manage IT Level 1 incidents for assigned customers through to resolution.
• Proactively identify process improvement opportunities and contribute to continuous improvement initiatives.
• Participate in knowledge transfer, maintaining up-to-date documentation and knowledge base articles.

Required Experience & Skills

• Previous experience providing Level 1 IT support in a busy, professional services or corporate environment (supporting 1,000+ users preferred).
• Strong background in ticket management systems and/or call centre support.
• Experience working with high-profile customers in demanding, time-sensitive situations.
• Strong troubleshooting skills, with the ability to distinguish between needs vs. wants to deliver appropriate solutions.
• Process-driven mindset with attention to detail and ability to follow tasks through to completion.
• Excellent customer care and communication skills across all levels of the organization.

Technical Knowledge Needed for this role:

Candidates should have proven ability in supporting:

• Microsoft Windows 10 or higher
• Microsoft Office 365 suite
• Mobile Device Management tools (Intune or equivalent)
• Apple devices (Mac, iPhone, iPad)
• Printing solutions (desktop & multifunction devices)
• Active Directory
• File transfer solutions
• Document Management Systems (e.g., iManage or equivalent)
• Client Management Systems (CMS)
• Time recording applications
• Encryption and security software
• Dictation and transcription tools
• Remote access tools (VPN, Terminal Services, TeamViewer, etc.)
• Multi-factor authentication tools (e.g., Microsoft Authenticator)

Certifications (Preferred)

• ITIL certification
• Microsoft certifications

 

--
CorGTA is an equal opportunity employer, please apply with an updated resume and ensure the required skills you are able to speak to for this position are included.

For more roles like this please go to