Bilingual Deskside Technician

About the Position

Job Title: Bilingual Deskside Technician [English & French Speaking]

Job Location: Onsite - Kirkland, Quebec, Canada

Please note, this role is not able to offer visa transfer or sponsorship now or in the future

We are seeking a highly motivated and customer-focused Deskside Technician to provide comprehensive End User Computing (EUC) support in a fast-paced enterprise environment. The ideal candidate will be responsible for the deployment, maintenance, troubleshooting, and lifecycle management of end-user devices, while ensuring adherence to IT service management processes and delivering exceptional customer support.

The role requires strong technical expertise in desktop and mobility support, hardware break-fix services, operating systems troubleshooting, asset management, and ITSM ticket management. The successful candidate will work closely with users and IT teams to ensure seamless technology operations and high levels of user satisfaction.

Responsibilities

• Deploy, configure, and install PCs, laptops, mobile devices, tablets, printers, desk phones, soft phones, and other end-user computing equipment in accordance with enterprise standards.
• Provide hands-on deskside support for hardware, software, and mobility-related issues across Windows and Mac environments.
• Diagnose, troubleshoot, and perform break-fix repairs on desktops, laptops, mobile devices, tablets, printers, and peripheral hardware to minimize user downtime.
• Resolve operating system and application issues across supported platforms, including Windows 11, macOS, iOS, and Microsoft Office 365.
• Manage incidents, service requests, and problem tickets through ServiceNow or other ITSM tools, ensuring timely resolution and adherence to SLA commitments.
• Accurately document troubleshooting activities, solutions provided, ticket updates, and customer interactions following established operational procedures.
• Maintain and update site-specific technical documentation, knowledge articles, and support procedures to improve service delivery efficiency.
• Administer and maintain asset inventory records throughout the device lifecycle, including deployment, movement, refresh, replacement, recovery, and disposal activities using approved enterprise tools.
• Collaborate with cross-functional IT teams, vendors, and business stakeholders to resolve complex technical issues and support ongoing workplace technology initiatives.
• Deliver exceptional customer service by providing effective technical support, communicating clearly with end users, and ensuring a positive user experience in a fast-paced onsite environment.

Requirements

• 5+ years of experience in Deskside Support, Desktop Support, End User Computing (EUC), or IT Support Services.
• Strong experience supporting:
  • Windows 11
  • Microsoft Office 365
  • ServiceNow / ITSM Tools
  • Desktop, Laptop, and Mobility Support
• Hands-on experience with hardware deployment, troubleshooting, and break-fix support.
• Experience supporting Windows PCs, Mac devices, mobile devices, tablets, printers, and peripheral hardware.
• Knowledge of asset management and inventory tracking processes.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service and communication skills.
• Mandatory bilingual proficiency in English and French (spoken and written).
• Ability to work onsite five (5) days per week in Kirkland, Quebec.

Nice to Have

• macOS Support
• iOS Support
• Printer Support
• Endpoint Troubleshooting
• ITSM Ticket Management
• Documentation Management

We Offer

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• Long-term/Short-term Disability
• Paid Parental Leave

About the Company

高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.