Overview:
We are seeking a highly motivated and customer-focused Help Desk Analyst to join our IT team. This fully remote night shift position is responsible for providing technical support and troubleshooting assistance to end-users, ensuring seamless resolution of hardware, software, and network-related issues.

Responsibilities:
Deliver technical support to end-users via phone, email, or remote access tools
Diagnose and resolve issues related to hardware, software, and networking
Install, configure, and maintain computer systems, applications, and operating systems
Set up, monitor, and troubleshoot LAN and VPN connections
Track, manage, and document support requests using ServiceNow or a similar ticketing system
Collaborate with cross-functional IT teams to escalate and resolve complex technical issues
Provide end-user training and guidance on software and operating system usage
Maintain accurate records of hardware and software inventory

Qualifications:
Solid understanding of networking principles, protocols, and troubleshooting methodologies




Proven ability to communicate technical information clearly and effectively to non-technical users
Proficiency with Windows and Linux operating systems
Experience with VPN setup, configuration, and troubleshooting
Familiarity with ServiceNow or comparable IT service management tools (preferred)
Strong problem-solving skills and the ability to work independently in a fast-paced setting
Excellent organizational skills with the ability to prioritize multiple tasks

What We Offer:
Fully remote work flexibility
Paid time off and holidays

If you are passionate about technology, committed to delivering exceptional customer service, and thrive in a remote environment, we encourage you to apply and become an integral part of our agile IT team.

Job Type: Full-time

Pay: $36.00-$40.00 per hour

Benefits:
Paid time off

Application question(s):
Willing to work night shift?

Experience:
IT support: 2 years (preferred)

Language:
French (required)

Licence/Certification:
CompTIA A+ (preferred)

Work Location: In person

📌 Help Desk Technician Bilingual Fully Remote Night Shift Englishfrench Ottawa
🏢 Important Business
📍 Ottawa