Original job description
<p class="MsoNormal"><span style="font-size: 10.0pt; line-height: 107%; font-family: 'Calibri',sans-serif;">Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.</span></p><p class="MsoNormal"><span style="font-size: 10.0pt; line-height: 107%; font-family: 'Calibri',sans-serif;"><br><strong>Join Our Team and Be a Catalyst for Change!</strong></span></p><p class="MsoNormal"><span style="font-size: 10.0pt; line-height: 107%; font-family: 'Calibri',sans-serif;">We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.<span style="mso-spacerun: yes;"> </span></span></p><p class="MsoNormal"><span style="font-size: 10.0pt; line-height: 107%; font-family: 'Calibri',sans-serif;">We are seeking Bilingual (English/French) Help Desk Support Analysts to join our team in downtown Toronto.</span></p><p class="MsoNoSpacing"><strong><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Position Overview </span></strong></p><p class="MsoNoSpacing"><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">As a member of the Service Desk Team, you will be the first point of contact for clients experiencing technical issues. You will diagnose problems quickly and accurately while performing standard, preliminary research. You will use a variety of remote access, user admin, and related tools.</span></p><p class="MsoNoSpacing"><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;"> </span></p><p class="MsoNoSpacing"><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;"><strong>Pay</strong>: $42,000.00 per year</span></p><p class="MsoNormal"><span style="font-size: 10.0pt; line-height: 107%; font-family: 'Calibri',sans-serif;"> </span></p><p class="MsoNoSpacing"><strong><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Position Overview </span></strong></p><p class="MsoNoSpacing"><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">As a member of the Service Desk Team, you will be the first point of contact for clients experiencing technical issues. You will diagnose problems quickly and accurately while performing standard, preliminary research. You will use a variety of remote access, user admin, and related tools.</span></p><p class="MsoNoSpacing"><strong><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;"> </span></strong></p><p class="MsoNoSpacing"><strong><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">What You’ll Do</span></strong></p><p class="MsoNoSpacing" style="margin-left: .5in; text-indent: -.25in; mso-list: l1 level1 lfo1;"><!-- [if !supportLists]--><span style="font-size: 10.0pt; font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Act as the primary contact for customers needing assistance with hardware, software, network, or other technical/non-technical issues.</span></p><p class="MsoNoSpacing" style="margin-left: .5in; text-indent: -.25in; mso-list: l1 level1 lfo1;"><!-- [if !supportLists]--><span style="font-size: 10.0pt; font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Deliver support via phone, email, and chat.</span></p><p class="MsoNoSpacing" style="margin-left: .5in; text-indent: -.25in; mso-list: l1 level1 lfo1;"><!-- [if !supportLists]--><span style="font-size: 10.0pt; font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Troubleshoot by identifying, diagnosing, and resolving issues using knowledge-base articles, prior incident history, peer input, or by routing to the appropriate escalation tier.</span></p><p class="MsoNoSpacing" style="margin-left: .5in; text-indent: -.25in; mso-list: l1 level1 lfo1;"><!-- [if !supportLists]--><span style="font-size: 10.0pt; font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Leverage screen-sharing and remote-control tools to validate, gather, and assess the reported problem.</span></p><p class="MsoNoSpacing" style="margin-left: .5in; text-indent: -.25in; mso-list: l1 level1 lfo1;"><!-- [if !supportLists]--><span style="font-size: 10.0pt; font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Create and update tickets for every request, capturing clear, complete, and detailed information to enable effective follow-up by the Service Desk or downstream teams.</span></p><p class="MsoNoSpacing" style="margin-left: .5in; text-indent: -.25in; mso-list: l1 level1 lfo1;"><!-- [if !supportLists]--><span style="font-size: 10.0pt; font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Maintain consistent, reliable attendance.</span></p><p class="MsoNoSpacing" style="margin-left: .5in;"><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;"> </span></p><p class="MsoNoSpacing"><strong><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">What You Bring</span></strong></p><p class="MsoNoSpacing" style="margin-left: .5in; text-indent: -.25in; mso-list: l0 level1 lfo2;"><!-- [if !supportLists]--><span style="font-size: 10.0pt; font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">High school diploma or equivalent required.</span></p><p class="MsoNoSpacing" style="margin-left: .5in; text-indent: -.25in; mso-list: l0 level1 lfo2;"><!-- [if !supportLists]--><span style="font-size: 10.0pt; font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Clear, professional communication—strong verbal, written, and accurate typing skills.</span></p><p class="MsoNoSpacing" style="margin-left: .5in; text-indent: -.25in; mso-list: l0 level1 lfo2;"><!-- [if !supportLists]--><span style="font-size: 10.0pt; font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Reliable team player who collaborates effectively in a group setting.</span></p><p class="MsoNoSpacing" style="margin-left: .5in; text-indent: -.25in; mso-list: l0 level1 lfo2;"><!-- [if !supportLists]--><span style="font-size: 10.0pt; font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Consistently professional with colleagues and end users; remains composed in a fast-paced, sometimes stressful situations.</span></p><p class="MsoNoSpacing" style="margin-left: .5in; text-indent: -.25in; mso-list: l0 level1 lfo2;"><!-- [if !supportLists]--><span style="font-size: 10.0pt; font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">High initiative and follow-through; strong critical thinking; manages multiple priorities in a detail-oriented, high-volume environment and makes decisions based on research.</span></p><p class="MsoNoSpacing"><strong><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;"> </span></strong></p><p class="MsoNoSpacing"><strong><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Not Sure You Meet Every Requirement?</span></strong></p><p class="MsoNoSpacing"><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">We know that great candidates may not match every qualification listed. If you’re excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.</span></p><p class="MsoNoSpacing"><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;"> </span></p><p class="MsoNoSpacing"><strong><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">Join Us</span></strong></p><p class="MsoNoSpacing"><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.</span></p><p class="MsoNoSpacing"><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;"> </span></p><p class="MsoNoSpacing"><span style="font-size: 10.0pt; font-family: 'Calibri',sans-serif;">“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”</span></p>
