Bilingual Service Desk Analyst (English/French) – Dallas

About the role

We are looking for a bilingual Service Desk Analyst to provide first‑line IT support to our English‑ and French‑speaking users in Dallas. You will handle incidents, service requests, and basic troubleshooting across Windows, macOS and Microsoft 365 environments.

Key responsibilities

• Serve as the L1 point of contact for all IT incidents and service requests via phone, email, chat and self‑service portal.
• Log, categorize, prioritize and track tickets in ServiceNow (or Remedy/Ivanti) while meeting SLA targets.
• Troubleshoot Windows, macOS, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, printers, peripherals and network connectivity issues.
• Perform Active Directory user management, password resets, VPN and remote‑access support.
• Escalate complex problems to L2/L3 teams with proper documentation.
• Maintain clear communication with end users and contribute to knowledge‑base articles.

Required profile

• Fluent in French (B2/C1) and English, both written and spoken.
• Minimum 5 years of experience in an IT Service Desk or Helpdesk role.
• Experience supporting global users, preferably in Europe or Canada.
• Strong customer‑service orientation with the ability to handle business‑level conversations.

Required skills

• Windows OS
• macOS
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Active Directory
• VPN and remote‑access technologies
• Printers and peripheral devices
• ITSM tools – ServiceNow (preferred), Remedy, Ivanti
• Remote desktop troubleshooting tools
• Basic networking – DNS, DHCP