Int. Help Desk Specialist to provide troubleshooting and incident resolution in support of computer operations.

2 months ago

Ottawa Ontario HB, Montréal, Canada S.i. Systems Full time

Our valued public sector client is looking for a Intermediate (5+ years) Bilingual Help Desk Specialist to provide troubleshooting and incident resolution in support of computer operations.


Flexible Hybrid - 2x/week in the National Capital Region.


Tasks include:

  • Troubleshooting and incident solving support for workstations, laptops, docking stations, including but not limited to login, passwords, software install, Internet access, application installation, printer set up, multi-function device setup, anti-virus software/virus disinfection
  • Communicating electronically (and in-person) with desktop users experiencing technical difficulties by troubleshooting and documenting problems
  • Reproducing, diagnosing, and analyzing problems reported by end-users, in turn formulating solutions to resolve the issue at hand
  • Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation
  • Organizing and maintaining a problems and solutions log for use by other Desktop Support personnel
  • Setting up and deploying IT equipment for new employees
  • Training users in software and operating systems
  • Addressing and resolving incoming tickets from users regarding hardware, software, and network issues
  • Assessing recurring issues to create automated processes where possible
  • Apply experience with Shipping and receiving of IT equipment to end-users
  • Support for Smart Phones (e.g. Android) for MFA (Multi-factor Authentication)
  • End User Device re-imaging, installation, upgrade, relocation and removals
  • Support hardware moves and relocation projects as required


Must have:

  • 5 years experience in an operations support capacity
  • Enhanced Reliability Clearance or higher
  • Bilingual


Nice to have:

  • Federal Government Experience
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