Bilingual Desktop Support Analyst

Contract Duration: 12 Months with possible extension

Job Description

• Provide first-level, remote support to clients for all desktop hardware and software issues.
• Perform hardware installation, including monitors, cabling, peripherals, etc.
• Perform analysis and documentation of business and technical requirements.
• Provide second-level investigation and diagnosis for hardware and software issues.
• Install, move, or set up, and provide ongoing support and troubleshooting assistance to all clients regarding computers (desktop, laptop and/or peripherals), printers, office telephones and wireless devices such as cellphones.
• Provide deskside support for calls that cannot be resolved over the telephone or via remote management.
• Install and configure software.
• Resolve uncommon client issues (second-level issue resolution); analyze, resolve and document local/remote user technical issues and service requests in a timely manner and in compliance with information technology (IT) service procedures, including complex hardware and software problems associated with desktop, laptop PCs and peripherals.
• Provide technical problem-solving guidance and advice to clients.
• Provide input in the creation and ongoing maintenance of a knowledge base on technical issues.
• Deliver high-quality customer service to clients within service levels.
• Provide knowledge transfer and support to Bank employees.
• Other related activities and deliverables as required.

• University degree or college diploma in a technology-related field.
• A minimum of four (4) years of recent demonstrated IT experience.
• A minimum of three (3) years of recent demonstrated experience in second-level IT service desk support within an operations environment, including both remote and deskside technical support.
• Demonstrated experience analyzing, troubleshooting, resolving, and documenting technical issues and service requests related to desktop and laptop systems, peripherals, and end-user software, in support of incident and problem management processes.
• Demonstrated advanced Microsoft knowledge and experience in desktop and Office tool support.

• Demonstrated experience using IT Service Management (ITSM) tools (e.g., Service Now) for incident, request, and asset management.
• Demonstrated experience with IT service procedures, service level management, and knowledge management practices.
• Demonstrated knowledge of network fundamentals to support end-user connectivity issues.
• Demonstrated experience creating and maintaining knowledge base articles, technical documentation, and user guides.

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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