We are looking for a bilingual Help Desk/Application Support specialist to join a contract opportunity in Ontario. This role combines day-to-day technical support for employees with application support for Dynamics 365 F& O and CE, making it ideal for someone who enjoys balancing user service with system troubleshooting. The selected candidate will provide responsive assistance across end-user technology, maintain strong documentation practices, and work closely with internal teams and external partners to resolve issues efficiently.

Responsibilities:

• Deliver first- and second-level technical support for desktops, laptops, mobile devices, printers, phones, network connectivity, and business software used across the organization.

• Manage incoming service requests through the ticketing platform by recording complete details, assigning the correct priority, communicating progress, and ensuring timely resolution.

• Support employee onboarding and offboarding by preparing equipment, setting up user profiles, provisioning accounts, and granting appropriate application access.

• Administer routine Active Directory activities such as password resets, account updates, and security group maintenance.

• Diagnose and resolve user issues related to Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive, as well as Windows operating systems.

• Coordinate with senior technical teams when issues require escalation, while retaining accountability for follow-up and closure of assigned incidents.

• Keep support documentation current by updating knowledge articles, recording troubleshooting steps, and maintaining accurate asset information.

• Provide front-line support for Dynamics 365 Finance & Operations and Customer Engagement, addressing user questions, access concerns, navigation challenges, and transactional errors.

• Partner with internal stakeholders and third-party vendors to investigate application problems, test fixes, and support updates or integrations.

• Monitor recurring support trends and recommend process improvements, user guidance, or training opportunities to reduce repeat issues and improve system usage.

• Minimum of 2 years of experience in help desk, desktop support, or application support roles.
• Bilingual communication skills with the ability to assist users clearly and professionally in a fast-paced support environment.
• Hands-on experience supporting Active Directory, Microsoft 365, Windows operating systems, and common end-user hardware.
• Familiarity with service desk processes, ticket management, and deskside troubleshooting for a range of user technologies.
• Exposure to Dynamics 365 F& O and CE support, including issue triage, user access support, and incident resolution or escalation.
• Working knowledge of technologies such as Cisco, Citrix, Mac computers, Android devices, and general computer hardware.
• Strong troubleshooting, documentation, and organizational skills with a consistent focus on customer service.
• Ability to collaborate effectively with internal teams and external vendors to resolve technical and application-related issues.

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