Help Desk Analyst

Job Description We are seeking a dedicated and skilled Help Desk Resource Level I to join one of our clients. This position will be critical in providing first-level contact and problem resolution for all users with hardware, software, and application problems. You will be required to deliver consistent, high-quality support in a professional environment. Roles and Responsibilities Serve as the first point of contact for customers seeking technical assistance over the phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process, ensuring a clear and effective communication. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services. Record events and problems and their resolution in logs. Follow-up and update customer status and information. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures. Qualifications and Skills Proven experience as a help desk technician for more than 4+ years Tech savvy with working knowledge of office automation products, databases, and remote control. Good understanding of computer systems, mobile devices, and other tech products. Ability to diagnose and resolve basic technical issues. Customer-oriented and cool-tempered. Bilingual proficiency in French and English is mandatory. Valid Secret clearance at the time of the application We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.