Bilingual Technical Helpdesk Associate – English/Canadian French

Responsible for troubleshooting hardware, software, and network operating problems over the phone. Applies understanding and knowledge of information systems products and services to assist users. Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems. Prioritizes issues using appropriate escalation procedures, and coordinates referrals to technical, professional, or service personnel as needed.

Responsible for providing more advanced technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solution.

Has developed specialized skills or is multi-skilled through job-related training.

Takes a broad perspective to problems and identifies new, less obvious solutions.

Completes work with a limited degree of supervision.

Senior level job with considerable work experience.

Senior level job with considerable work experience

Has developed specialized skills or is multi-skilled through job-related training

Completes a variety of atypical assignments

May solve problems of a recurring nature, but takes a broad perspective to problems and may identify new, less obvious solutions

Completes work with a limited degree of supervision

Acts as an informal resource for colleagues with less experience

May lead a team in the performance of a variety of tasks that are generally routine

May have specialized external certification (technical roles)