Bilingual Service Desk Technician

Career Opportunities with The Salvation Army

Canada and Bermuda

A great place to work.

IT Careers at The Salvation Army Canada and Bermuda

Current IT job opportunities are posted here as they become available.

Division: Information Technology, Service Delivery & Productivity

About The Salvation Army

For more than 130 years, The Salvation Army (TSA) has had the privilege of serving vulnerable people in communities across Canada and Bermuda. Last year, we helped over 2 million people, providing necessities of life such as food, clothing, and shelter. We continually adapt to meet emerging needs.

We are now recruiting for a Bilingual Service Desk Technician (English/French) to support our internal customers.

What you’ll be doing in this role:

1. Provide support to incoming requests via telephone, web portal, email and chat to ensure courteous, timely and effective issue resolution.
2. Use remote tools and diagnostic utilities to aid in troubleshooting.
3. Research solutions through internal and external knowledgebase.
4. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs and delivery of peripherals.
5. Record, track, and document the service desk incident-solving process, including all decisions made and actions taken, through to final resolution.
6. Assist in software releases, rollouts, and installations according to change management best practices.
7. Hardware setups and configurations according to departmental and/or manufacturer specifications.
8. Create, modify and remove/disable accounts.
9. Escalate incidents with accurate documentation to suitable technician when required.
10. Identify common incidents and inform management of emerging trends in incidents.
11. Develop help sheets and FAQ lists for end users.
12. Contribute to technician knowledgebase and training as needed.
13. Provide suggestions for continual improvement.

What you bring to the table:

1. Fluency in French is a must for this role.
2. Certificate from a recognized college or technical school.
3. ITIL Foundations and A+ Certification.
4. Experience with Windows 10 and Mac OS.
5. Application support experience with Microsoft Productivity Suite.
6. Working knowledge of a range of diagnostic utilities.
7. Working knowledge of ServiceNow preferable.
8. Working knowledge of O365 administration, Active Directory, Azure AD.
9. Understanding of network principles, TCP/IP, VPN, DNS, DHCP.
10. Interest in working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
11. Exceptional written and oral communication skills in English and French.
12. Exceptional interpersonal skills with a focus on rapport building, listening, and questioning skills.

What We Promise

1. Belonging to a creative, dynamic team of IT professionals where what you do will make a difference.
2. Work from home and flexible hours.
3. Continuous learning and growth through challenging work.
4. The chance to be part of a leading digital and business transformation for over 100,000 employees and volunteers.
5. An opportunity to launch and/or grow your career with a huge, stable, international not-for-profit organization.
6. We live our Core Values as a faith & values-based organization, hiring people of all backgrounds, faiths, and traditions.

Compensation

The salary range for this position is $50,303 (min.) to $62,878 (mid). Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

How We Hire

We are committed to creating a workplace where people experience meaningful work, a sense of hope and optimism, an environment of trust, and inspired results. If this sounds like an environment in which you would like to work, apply today!

We embrace equity, diversity, justice, inclusion, and belonging and we’re committed to building a team that represents many backgrounds, perspectives, and skills. The Salvation Army offers accommodation for applicants with disabilities in its recruitment process. If you are contacted to participate in an interview or screening process, please advise us if you require accommodation.

We thank all applicants and will contact candidates identified for interview.