IT Support Analyst (Bilingual French/English)

- Provide daily onsite and remote IT support via phone, chat, and email, ensuring timely resolution of user issues. - Troubleshoot and resolve issues across Windows, macOS, iOS, and Android platforms, including applications, hardware, and peripherals. - Perform break/fix support and resolve technical issues promptly to minimize business disruption. - Maintain and troubleshoot network connectivity, including wireless, VPN, and remote access solutions. - Build, configure, and deploy workstations for new users; upgrade and maintain existing equipment. - Maintain and support local IT infrastructure, including servers, printers, and network devices, escalating complex issues as required. - Manage IT asset inventory, including procurement tracking, maintenance, software licensing, and lifecycle management. - Assist with IT projects, system upgrades, office relocations, and technology rollouts. - Log all support activities accurately in the IT ticketing system, including technical steps, resolution notes, and follow-up actions. - Provide training and guidance to end-users on IT systems, applications, and best practices. - Monitor and respond to alerts for system outages, backups, and performance issues to maintain high availability. - Assist in creating and maintaining IT documentation, including standard operating procedures, troubleshooting guides, and knowledge base articles. - Collaborate with cross-functional teams to implement technology solutions and process improvements. - Proactively identify recurring issues and recommend preventative measures to reduce support tickets. - Occasionally participate in on-call rotations as needed to provide after-hours support. ###