Bilingual Helpdesk Coordinator

Bilingual Helpdesk Coordinator-(14928)

Description

Empowering People – Extraordinary Performance

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In this role, you will manage helpdesk workflows, prioritize support requests, and monitor performance metrics to drive continuous improvement. You will ensure the availability of critical IT assets through proactive monitoring and incident management, while maintaining clear documentation of support procedures and system configurations. You will also oversee remote installation, maintenance, and troubleshooting of IT software, support infrastructure upgrades and patch management, and conduct regular system health checks. Facilitating cross-site knowledge sharing will be an important part of your contribution to team development.

Strong communication and relationship-building skills are essential, as you will act as the primary liaison between helpdesk team and site IT leaders. You will maintain accurate shift logs and incident reports, and coordinate with other departments to ensure IT support is aligned with operational needs. Your role will also include evaluating emerging helpdesk technologies, leading pilot initiatives, and identifying opportunities to streamline support processes and reduce downtime.

Qualifications

What You Need to Succeed

To be successful, you will have post-secondary education in Information Technology or equivalent experience, along with at least six years of experience in the field. You must be fluent in both English and French. Technical expertise should include experience with VMware servers (ESXi), Windows and Linux servers, Microsoft SQL Server, Microsoft SharePoint, and a strong background in Microsoft technologies. Familiarity with SolarWinds ITSM and ITIL frameworks is also required. Strong interpersonal skills, attention to detail, teamwork orientation, and the ability to manage multiple projects are essential.

We offer an attractive total rewards package that includes a competitive salary and bonus, extended health, dental and insurance benefit coverage, a health spending account, fitness & wellness subsidy, employee & family assistance program, registered pension plan with company match, employee share purchase plan with company match, TFSA & RRSP, electric vehicle subsidy, summer hours and holiday office closure.

This role is based in our Sudbury office and requires flexibility to work on weekends.