Associate, Service Desk, EBOX

Title: Service Desk Associate

Job Summary:
The bilingual Service Desk Administrator will be responsible for providing technical support and assistance to end users experiencing issues related to computers, software, and network systems. The ideal candidate must demonstrate strong problem-solving abilities, excellent communication skills, attention to detail, and the ability to accurately and thoroughly document issues.

The successful candidate must be fluent in both French and English, both spoken and written, and have a genuine passion for helping others resolve technical problems.

• Provide technical assistance and support for incoming end-user requests and issues related to computer systems, software, and hardware, in both French and English.
• Install, configure, and maintain computer systems and peripherals.
• Manage user accounts and permissions in Active Directory.
• Administer email systems and remote access tools.
• Record, track, and document the problem-solving process and actions taken until final resolution in the ticketing system.
• Escalate service requests to IT support teams or appropriate operational support teams as needed.
• Assist with Service Desk and IT projects and initiatives as required.
• Maintain an inventory of IT equipment and supplies.
• Ensure compliance with company policies and procedures.
• Follow up with users, provide feedback, and ensure issue resolution.
• Develop solutions and responses, and document FAQs for end users within the Service Desk environment.
• Demonstrate strict confidentiality regarding any information accessed while working on user systems.
• Perform other related duties as required.

• Bachelor's degree or college diploma in Information Technology, Computer Science, or an equivalent combination of education, training, and experience.
• Professional IT certifications or product certifications are considered assets (CompTIA A+, Network+, or similar).
• Minimum of one (1) year of experience in a Service Desk or IT support role, with strong knowledge of computer hardware, including mobile devices and virtual environments.
• Fluency in French and English (spoken and written).
• Strong knowledge of Windows and Mac operating systems.
• Knowledge of O365 administration (Exchange, SharePoint, OneDrive, and Teams), Active Directory (including Azure AD), and Intune.
• Familiarity with Microsoft Office Suite and common business applications.
• Basic knowledge of network infrastructure and security principles.
• Ability to use PowerShell scripting for automation and task management.
• Knowledge of ITIL practices.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.