Technical Support Analyst

BDO•Montreal, QC

5d•Hybrid

About The Position

BDO is seeking a Technical Support Analyst to join their IT team in Montreal. This role involves providing IT support services to internal customers across Quebec and Canada. The analyst will be responsible for setting up desktops and laptops, configuring user profiles, installing software, and supporting hardware and software issues. The position requires strong communication and problem-solving skills, with the ability to work in a fast-paced environment. Understanding of networks and servers, as well as knowledge of mobile devices, is also expected. The role may involve light to moderate lifting.

Requirements

Bilingualism (French and English), Written and Spoken.
Minimum 2-3 years of experience in a similar end user services support role (Level 2).
Relevant certifications such as CompTIA A+, Network+, MCP, MCDST.
Excellent communication and customer service skills to explain technical information clearly to non-technical users.
Maintain detailed documentation of issues, resolutions, and system configurations.
Hands-on involvement managing user accounts within Active Directory.
Working knowledge of Microsoft Authenticator.
Experience in addressing support tickets/requests in a queue environment (Service Now).
Strong problem-solving and analytical skills to diagnose and resolve technical issues.
Strong working knowledge of the MS Office 365 + CoPilot, Outlook, and Windows 11.
Familiarity with Microsoft Teams platform.
Exposure to imaging software, and software deployment systems.
Ability to learn new technology quickly with minimal supervision.
Understanding of networks and servers.
Previous exposure to a Windows network environment.
Knowledge of iPhone, and Android devices.

Responsibilities

Work as part of the End User Services team, providing IT support to internal customers.
Set up desktops and laptops with Firm provided image, and configure the user profile.
Install appropriate software and peripherals.
Provide support for hardware (laptops, printers, scanners) and software (MS Office 365 and internal applications).
Deliver in-person, service desk queue, and remote desktop support to customers.
Maintain supported computer inventory of hardware in the Asset Management Database.
Utilize effective communication and listening skills to troubleshoot technology issues.
Prioritize tasks and work in a fast-paced customer service environment.
Participate in IT projects when needed.