BILINGUAL SERVICE DESK SPECIALIST

ONT.COLLEGE OF TEACHERS•Toronto, ON

5d•CA$74,005 - CA$82,070•Hybrid

About The Position

The Bilingual Service Desk Specialist's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user service requests. Problem resolution may involve the use of diagnostic and service desk request tracking tools, as well as require that the individual give remote and in-person, hands-on help at the desktop level.

Requirements

Post-secondary education, at minimum a diploma, in computer technology or a related field.
Three to five years of related experience in a service desk, desktop support, or technical support environment.
Bilingual proficiency in both English and French is required for this role.
Demonstrated knowledge of IT infrastructure and end-user technologies, including scanners, multifunction printers, switches, Wi-Fi, VPN, cabling, desktops, laptops, Macs, mobile devices, and AV equipment.
Experience supporting current Windows and macOS operating systems, Windows Server environments, and VMware.
Strong application support experience with Microsoft 365, Adobe, Exchange, Qualys, ServiceNow, remote support tools, and Active Directory.
Working knowledge of diagnostic and troubleshooting tools and utilities, including ping, telnet, and nslookup.
Strong verbal and written communication skills, with the ability to explain technical concepts in clear, user-friendly language.
Well-developed interpersonal skills, including rapport-building, active listening, and effective questioning.
Strong documentation, analytical, research, and problem-solving skills.
Demonstrated ability to learn quickly, manage competing priorities, and perform effectively in a fast-paced environment.
Strong customer service orientation and commitment to delivering responsive, high-quality support.
Proven ability to work effectively in a team-oriented, collaborative environment.

Nice To Haves

Microsoft, Apple, and ITIL v4 certifications are considered assets.

Responsibilities

Deliver Level 1 and Level 2 service desk support, resolving common hardware, software, access, account, and connectivity issues in a timely, professional manner.
Triage, prioritize, troubleshoot, and resolve incidents and service requests, escalating complex issues when required.
Document diagnostic steps, actions taken, resolutions, and follow-up activities within the IT service management system.
Perform intermediate troubleshooting and root cause analysis for recurring issues affecting endpoints, Microsoft 365, printers, peripherals, network connectivity, and mobile devices.
Administer device and application deployment, configuration, and support through Microsoft Intune across Windows, macOS, iOS, and Android platforms.
Install, configure, test, and support workstations, laptops, Macs, peripherals, standard software, and user accounts for onboarding, moves, changes, and offboarding.
Provide remote and onsite support for virtual, hybrid, and in-person meetings, including conferencing tools, AV equipment, room technology, and related connectivity issues.
Support and maintain collaboration and communication tools, including Microsoft Teams and related telephony and conferencing services.
Provide end-user support and guidance on endpoint setup, software configuration, access issues, and the effective use of technology tools.
Create and maintain user guides, knowledge base articles, help sheets, and FAQs to support self-service and consistent service delivery.
Perform preventive maintenance, hardware and software upgrades, asset tracking, and software license administration.
Perform other related duties as assigned by the Manager, Information Technology.
Coordinate with vendors to support and maintain the College’s call centre, ensuring reliable service and minimal downtime.
Configure and maintain holiday schedules, closure settings, and other call flow updates to align with operational requirements.
Create, manage, and maintain user accounts, access permissions, and role-based settings.
Configure, update, troubleshoot, and optimize the Interactive Voice Response (IVR) system.
Implement approved changes to improve call routing, user experience, and operational efficiency.