IT Help Desk

IT Support Specialist (Bilingual)

Location
:
Ottawa, Ontario, Remote after training with occasional on‑site visits

Language
:
Bilingual fluency in French and English, required for both written and spoken communication. French is the primary working language.

Duration
: 12-month contract

Background Check Requirement
:
Reliability Security Clearance, must be held or eligible to obtain.

This is an exciting opportunity to join a technology‑driven organization supporting critical systems for a diverse client base. As a Bilingual IT Support Specialist, you will be part of a collaborative support team delivering responsive, people‑focused technical assistance around the clock. Your work will directly contribute to seamless user experiences and reliable service delivery.

In this role, you will work closely with internal support and product teams while engaging with end users to resolve issues efficiently and professionally. The organization operates within a structured, compliance‑driven environment, making attention to detail, communication, and customer care essential to success.

You’ll benefit from the flexibility of remote work once training is completed, while still maintaining connection through occasional on‑site collaboration. This is a great opportunity to gain exposure to a 24‑hour support environment and strengthen your technical and customer service skill set.

You’ll be supported by a team that values continuous learning, clear documentation, and shared problem‑solving. This environment encourages curiosity, growth, and delivering service with empathy and professionalism.

• You’ll handle inbound customer calls, resolving IT incidents, issues, and service requests.
• In this role, you’ll document cases accurately and follow established incident management processes.
• You’ll collaborate with internal support and product teams to ensure timely issue resolution.
• You’ll prioritize customer service by understanding user needs and providing clear, helpful guidance.
• You’ll support an average of 20 to 30 contacts per day, with volume varying by shift.
• You’ll actively seek opportunities to build technical knowledge and improve service delivery.

• 1+ year of customer service experience, ideally in a technical or IT support environment.
• College or university education, or equivalent practical experience.
• Fluent bilingual communication skills in French and English, both written and spoken.
• Eligibility to obtain or currently hold a Reliability Security Clearance.
• Strong organizational skills and comfort working rotating shifts, including overnights.
• Ability to attend on‑site training and occasional office visits in Ottawa, approximately twice per month.

All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2

SLGBTQIA+ communities. If you require an accommodation, review the accessibility policy and reach out to our accessibility officer with any questions.