Help Desk Support Technician

Job Title: Bilingual Help Desk Support Technician- Part time Location: Remote Duration: Contract - 4 months Pay Range: CAD $27/hr About BCforward BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity. Job Description We are seeking a Help Desk Technician (Bilingual English/French) to join our team supporting the client. The ideal candidate will have strong experience in L1 service desk operations, troubleshooting, and customer support and a proven ability to resolve incidents within SLAs and follow defined escalation processes . Responsibilities: Respond to help desk inquiries via phone, email, web, SST, and chat across multiple accounts. Provide L1 troubleshooting guidance for software and hardware and resolve or escalated as defined. Log, track, and document all requests in a problem management database with accurate assignment and hierarchy. Follow up with customers to ensure closure within contracted time frames and SLAs. Identify, evaluate, and prioritize issues and complaints to ensure appropriate resolution. Perform other related tasks as required. Required Skills & Qualifications: Bilingual proficiency in English and French (written, read, and spoken). High school diploma or G.E.D.; technical training in computer support preferred. One or more years of technical or customer support experience. Experience with enterprise products and operating systems. Demonstrated ability to troubleshoot and resolve computer-related issues. Familiarity with company escalation policies and procedures. Preferred Skills: Knowledge of ITIL-based incident management practices. Rotating 24/7 shift coverage, including nights and weekends. Business casual environment; ability to work onsite as required. Core Competencies: Strong communication and interpersonal skills. Organizational skills to balance and prioritize workload. Analytical and problem-solving aptitude. Ability to work independently and in a team setting; leadership to mentor junior staff. #J-18808-Ljbffr BCforward