Bilingual IT Help Desk Technician (English/French)

About the role

Newforma is looking for a bilingual (English and French) IT Help Desk Technician to deliver first‑ and second‑level support to internal users across its global operations. You will use the corporate Service Desk ITSM platform to log, track, and resolve incidents while ensuring thorough documentation of all troubleshooting steps.

Key responsibilities

• Provide technical assistance for computer systems, hardware, and software.
• Deploy, monitor, upgrade, and support global IT assets including servers, PCs, Macs, printers, and peripherals.
• Troubleshoot and maintain user‑facing hardware such as laptops, desktops, iPads, and printers.
• Create, update, and close tickets, isolate problems, and implement solutions or escalations.
• Prioritize work to meet response and resolution targets.
• Maintain inventory of equipment, software, and supplies.
• Follow defined policies and procedures for ticket workflow and escalation.

Required profile

• Strong problem‑solving mindset with a passion for continuous improvement.
• Bilingual in English and French (written and verbal).
• Excellent verbal and written communication skills.
• Proven ability to interact effectively with end‑users to resolve technical issues.
• Ability to work both independently and within a team while handling multiple tasks.

Required skills

• Microsoft Windows on‑prem server environments.
• Microsoft 365 cloud products (Entra ID, Intune, Defender, Power Platform, SharePoint, Conditional Access).
• User VPN knowledge.
• VMware vSphere and vCenter.

What we offer

• Purpose‑driven work helping AECO professionals solve real‑world challenges.
• Global impact with tools used on over 16 million projects worldwide.
• Collaborative culture focused on innovation and continuous learning.