Bilingual IT Help Desk Support

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 advantages (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 team-oriented 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.

Job Types: Full time, Permanent

Application question(s):

- Are you fully bilingual in French and English, with the ability to support users professionally in both languages?
- How many IT support/help desk tickets do you typically handle per day?
- What types of IT support tickets do you have the most experience resolving?
- Do you have hands-on experience troubleshooting printer issues, including printer drivers, print queues, network printers, or multi-function printers?
- Do you have experience supporting macOS users in a professional IT environment? If yes, what types of Mac issues have you supported?
- Have you supported Android scanners, Zebra devices, handheld scanners, or similar wireless devices from an IT troubleshooting perspective?
- Are you comfortable troubleshooting hardware issues remotely, such as a laptop that will not power on, before recommending replacement or an in-office visit?
- What ticketing system have you used in previous IT support roles?
- This role is 100% onsite in Mont-Royal, Montreal, Monday to Friday from 8:00 AM to 5:00 PM. Are you able to commit to this schedule and location?

Work Location: In person

📌 Bilingual IT Help Desk Support (Canada)
🏢 Beyond Bilingual
📍 Canada