Service Desk Agent-Technical Support (Bilingual - English/French Canadian)

Overall Position Description:

• In this role, under the direct supervision and with mentoring and guidance, the IT Support technician provides remote technical support to end users of company workstations, personal computers, hardware, software, peripherals and mobile/cellular devices.
• You will respond to standard questions, issues and problems reported via phone and/or chat.
• May investigate and respond to standard requests for information as well as IT issues, questions and problems.
• Assignments are directed at gaining experience in basic techniques and procedures for handling service, issues, questions and problems arising in the day to day use of individual workstations, computers, hardware and software.
• Ideal candidate will be versatile, enthusiastic to work in highly flexible, team-oriented environments that have exceptional communication, analytical and organizational skills.

• Provides remote technical support for standard configurations of workstations, personal computers and associated hardware and software.
• Troubleshoots standard software and hardware questions, issues, problems and failures via telephone, chat or Instant Messenger.
• Identifies complex issues, questions and problems and refers them to more senior staff or other IT groups for investigation and resolution.
• Screens, diagnoses and resolves or refers specific assigned inquiries and work requests received via phone and chat, related to maintenance of personal computers, workstations, software and associated hardware; refers those requests to appropriate IT staff for resolution.
• May work with other members of the staff to resolve more complex matters.
• Works to develop an understanding of standard issues, questions and problems with standard workstations, personal computers, software and associated hardware and the resolutions to those matters.
• Follows policies, procedures and standards in responding to end user requests and providing end user support.
• Documents and reports all service requests and their outcome, following standard procedures and practices.
• Performs other responsibilities associated with this position as may be appropriate and assigned.

Qualifications:

• Bilingual - English/French Canadian
• Authorized to work in the United States
• High School Diploma or Equivalent
• Available to work full-time
• At least one Microsoft or Cisco Certification is preferred
• Experience with MacOS
• Knowledge of Microsoft Operating Systems (Windows 11 and Office 365) and applications
• Knowledge of personal computer technology and hardware as well as cellular telephones
• Knowledge of the M.I.S. environment
• Knowledge of M.A.C. (Moves, Adds, and Changes) and Virtual Desktop preferred
• Excellent customer service skills
• An aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems with personal computers, workstations, software, and associated hardware
• Ability to write documents and procedure manuals

Duration/Schedule:

• Full-Time (40 hours/Week)
• On-Call rotation (Nights/Weekends/Holidays)
• Individual MUST be available to work a scheduled shift during the following times:
  • Monday-Friday, 6:00am-9:00pm

Salary:

• $21.00/Hour (Plus Benefits)

Location:

• Farmers Branch, TX

• Low Cost Health Insurance
• Paid Vacation (Accrual begins immediately - Available after 90 days)
• Paid Company Holidays
• Education Assistance/Reimbursement (one of the following):
  • Tuition Assistance
  • Student Loan Reimbursement
  • Professional Development
• 401k Retirement Savings
• Individual Mentor

Our vision is to empower early-career professionals to achieve long-lasting professional success and financial independence while supporting companies in building workplaces that reflect and engage with the communities they serve. We are in the business of creating dynamic partnerships that transform lives.