6-month contract + possibility of extensions, 5x per week on-site in Fredericton, NB.We are seeking two bilingual Service Desk Analysts to support our client's day‑to‑day IT operations during an exciting period of digital transformation. This is a front‑line, customer‑focused role supporting both corporate users and approximately 70 retail locations across New Brunswick.Reporting to the Service Desk Manager, you’ll act as the first point of contact for IT incidents and service requests, ensuring timely resolution, clear communication, and excellent user experience.What You’ll DoProvide front‑line technical support via phone, email, chat, and desk‑side (English & French)Log, track, prioritize, and resolve incidents and service requests within defined SLAsDiagnose and troubleshoot issues related to hardware, software, connectivity, and account accessPerform user account management (onboarding/offboarding) using Active Directory and Entra IDSupport Microsoft technologies including M365, SharePoint, Dynamics 365, and cloud servicesCreate and maintain knowledge base articles, SOPs, and service documentationEscalate complex issues to Tier 2/3 teams or external vendors as requiredContribute to process improvements and service desk best practicesWhat You Bring2+ years of experience in a Service Desk or Desktop Support role (medium to enterprise environment)Working knowledge of ITIL foundationsHands‑on experience with:Active Directory & Entra IDMicrosoft 365 / Office 365Dynamics 365Mobile device support (Apple iOS)Printers, peripherals, and Point of Sale systemsStrong troubleshooting and analytical skillsExcellent communication, customer service, and documentation skillsFluency in English and French (spoken and written)Willingness to travel occasionally to retail or office locationsCompensation:$22/hr to $28/hrExact compensation may vary based on several factors, including skills, experience, and education.Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as short-term and long-term disability, life insurance and AD&D. Employees will also have access to a registered retirement savings account with employer matching. Employees in this role are also entitled to sick leave and/or other paid time off as provided by applicable law.We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position.