Brooksource · 17 hours ago
Help Desk Specialist
United States
Contract
Remote
New Grad, Entry LevelBrooksource is seeking an IT Service Desk Analyst who serves as a first-line technical support resource for internal employees and select Canadian customers. This role involves troubleshooting, resolving, and escalating technology-related issues while delivering high standards of customer service and contributing to knowledge management initiatives.
EmploymentHuman ResourcesInformation Technology
Hiring Manager
Madisyn Mitchell
Responsibilities
Provide Level 1 technical support in French via ServiceNow ticketing, Google Chat, and phone support through Google Contact Center
Accurately log, track, and manage incidents and requests in ServiceNow in accordance with established procedures
Perform identity verification and password resets following strict security and video verification protocols
Troubleshoot and resolve common issues related to:
Application access and authentication
Browser and cache-related issues
Network and WiFi connectivity across offices, warehouses, and operational environments
Utilize ConnectWise for secure remote support sessions
Assess business impact and prioritize incidents appropriately
Resolve issues at Level 1 when possible and escalate to Level 2 application or infrastructure teams when required
Open tickets aligned to existing knowledge articles to support efficient triage and resolution
Support a diverse stakeholder group including internal employees, business leaders, shipping and warehouse personnel, and Canadian users of internal web applications
Create, update, and maintain knowledge base articles during periods of low ticket volume
Identify gaps in documentation and recommend enhancements to self-service resources
Contribute to the ongoing development and improvement of the Gordon Help bot and related automation tools
Actively support a self-service-first IT support model
Leverage AI tools such as Copilot, Gemini, or GPT to improve efficiency and accuracy in:
Advanced search and information retrieval
Issue analysis and summarization
Documentation, response generation, and reporting
Demonstrate an understanding of agent-assisted or automated support solutions (bot development experience is a plus)
Qualification
Required
Fluency in French (spoken and written); French as a primary working language strongly preferred
Prior experience in an IT Help Desk or comparable technical support role
Strong customer service skills with the ability to communicate technical information clearly
Proficiency with Google Workspace, including Google Sheets, Google Meet, and Google Chat
Experience working with IT service management or ticketing systems (ServiceNow preferred)
Preferred
Experience supporting operational, warehouse, or distributed work environments
Familiarity with AI-assisted workflows or automation tools in an IT support context
Experience contributing to knowledge bases or self-service platforms
Company
Brooksource
Brooksource is a single source for project and supplemental support through contract employment, contract-to-hire labor employment.
Founded in 2000
1001-5000 employees
H1B Sponsorship
Brooksource has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (10)
Funding
Current Stage
Late StageLeadership Team
Ashley Cigolotti
Director, Global Partnerships
Matt Ayala
National Account Executive (Global Partnerships)
Recent News
Technically Media
2025-05-27
Technically Media
2025-05-17
2025-05-06
Company data provided by crunchbase