B.10 Help Desk Specialist, Level 2 ITSS

3 weeks ago

Canada Symbiotic Group Inc. Full time

Position: Help Desk Specialist B.10 Level 2 ITSS (Ottawa)

Job ID#: n/a
Mandatory Skills: 5+ Years’ experience
Rate/Salary: Negotiable
Start Date: ASAP March/April 2023

Duration: Contract Position (12 months extendable )
Security Clearance Required: Secret Clearance

JOB INFORMATION:

Our client has a requirement for TBIPS B.10 Level 2 Help Desk Specialists for ITSS and for the NCR Service Desk resources on an “as-and-when-requested” basis to provide 1st and 2nd level support in the NCR.

SCOPE OF WORK

The role of the NCR Service Desk Help Desk Specialist is to act as a Single Point of Contact (SPoC) providing 1st level IM/IT services to clients via telephone, Information Technology Service Management (ITSM) tool (Assyst), and/or email.The Help Desk Specialist will resolve and/or instruct clients on IM/IT issues and/or answer their IT-related queries.

The B.10Help D esk S p e c i alist, L e vel2- I T SSres o urce m u st pe r f orm t h e follo w ing tasks, butnotlimitedto:

· Performon- s i t e pr o b l e m a n a l ys i sa n d m on i tor i ng t as ks , mo n itornet w orkma n ag e ment syst e m sa n d r e s p o nd t o u s er r e q u e st s a ndp r o b l e m s;

· P rov i d e deskt o p o n- s i te t echn i c a lsu p port t o rep a ir, u p grade, i nst al l , tro u blesho o t,and ma i nt a i nde sk top / l a p top / ta b l et, c o mp u ter e qu i p m ent,printer s , a ndall p e ri p hera l s;

· Co n duct on- s i te p rob l e m d eter m in a tion a nd a nal ys i s o n a ll c l i e n t c a ll s ;

· Iso l a t e pro b l e ms a n d prov i de f o l l o w -up i nstruc t i o n , asrequ i r e dtoreducetheove r a l l num b er oftrou b l e c a ll s ;

· Provi d e ad v i c e a n d te c hni c al g u i danceto e ndusers a nd d i s tri bu tenew ITassets (such as l a p tops, t a b l ets, m o n i to r s, pr i nters,etc.) for c l i ent n eedsas t he s i t ua t ionreq u i r e s ;

· Ensure IT s ecu r i ty a n d saf e ty po l i c i es a ndpro c edu r es are a d he r edtoat a l ltimes in ac c ordance w i th Tr e asuryBoarda n d CLIENT r eg u la t i onsandg u id e l i n e s ;

· Ma i nt a i n recordsof pr o bl e ms report e d a nd t he i r res o l ut i o n u t i l i z i n g t h e p r o v i d e d I T S M tool i nac c ordancewi t h S OP s ’ ;

· Contact c li e nts e i therby t el eph on eor inper s ontoen s ure allp r ob l ems a r e reso l v ed tothe c li e n t'ssat i s factionandtherequ i r e m e nts of t he i n i tial r equ es t we re f u l f i l l e d

· Provi d e on - go i nges c a l a t i o n to m a n ag e me n t ofunres o l v ed pr o blemsrequ i r i ngfur t h e r atte n t i o n w h i c h a r e cau si ngser v i c e d e li v eryd e laysto c li e n t s ;

· M o n itor a llact i v i t i es as s ocia t e d w i theacht i c k et or work orderthro u gh t o re s o l u tion;

· A tte n d CLIENT train i n g/br i efing ses s i o ns i no r der toga i n a cc essto H elpDesksupport s oftware orHelp De s kt e l e pho n e s ys tem( s ), asreq u i r ed; a nd

· P er f o r mo th er task s r e l a t e d t o t h i s c a te g o r y , a s r e q u i r e d .

Required Grids Include the following:

MANDATORY REQUIREMENTS

Name:

Mandatory Criteria – B.10 Help Desk Specialist, Level 2 - ITSS

*Peripherals are defined as laptops, desktop computers, monitors, keyboard, Mouse, printers, scanners etc.*

Rated Criteria – B.10 Help Desk Specialist, Level 2 - ITSS

with network concepts/protocols (10/100 Base-T/TX Ethernet, TCP/IP).

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