Bilingual Level 2 Service Desk Technician

Insight Global is seeking a Infrastructure Technology Analyst to join one of our top Space Research clients on their Tier 2 Deskside Support team. You will provide computer support services to users in all areas of the company address various technical incidents and problems, work with various types of software, and support PC hardware/peripherals and operating system platforms within secure environments.

Your duties will also include account administration, software and hardware troubleshooting, diagnosing problems, installing software, creating end user documentation, and other tasks associated with end user readiness and support. You will provide computer support to all internal staff (Engineering, Administrative, Information Technology, etc.) within established service levels. Work is generally supervised and performed in accordance with established objectives and guidelines. Technical guidance is provided by the Team Lead or Manager. The Infrastructure Technology Analyst takes some independent actions regarding assigned work. Decisions are typically made within established guidelines.
Job Responsibilities:
You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.
Provide support to ensure stable, reliable desktop systems to the internal user community across all offices.
Using the corporate Service Management tool, you will provide exceptional Tier 2 technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner
Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets
Use customer service skills to clearly and effectively communicate with end users using corporate telephony and messaging tools
Perform analysis, troubleshooting and resolution of end user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required
Perform basic analysis, troubleshooting and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required
Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration
Continually maintains and upgrades technical capabilities and knowledge
Creates and maintains department procedures, user guides, and support documentation
Participates in technical testing and projects as directed
Stay abreast of new technologies.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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Must be fluent in English and French (bilingual)
A diploma or degree in in related studies and minimum 1 year of providing support (in person, email, and telephone) in a Deskside Support or Help Desk environment, or an equivalent combination of training and experience.
Work schedule is typically Monday to Friday, and must be present onsite a minimum 3 days per week.
Must be a good team player with the ability to work well with others and demonstrate a professional demeanor.
Strong analytical and problemsolving skills with the ability to identify root causes
Successful candidates must obtain and hold security clearance at the Reliability Status level, and pass security assessment for the Controlled Goods Program (CGP).

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.