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Information Technology Support Specialist

1 month ago

Ottawa Ontario, Ottawa region, Canada Procom Full time

Computer Application Support Technician


On behalf of our public sector client, we are seeking a Computer Application Support Technician.


Information Management/Information Technology (IM/IT) support is provided in a Microsoft Windows (MS) desktop environment. The client requires Win 10 workstations to be upgraded to Win 11 prior to the end of servicing date for Win 10. To maintain OS support to install security updates, as well as to benefit from any fixes or new features, our client requires a resource to complete daily operational tasks.


Job Details

  • Provide desktop technical support to maintain, repair, upgrade, install, replace, troubleshoot, and maintain desktop/laptop/tablet, computer equipment, printers, and all peripherals
  • Provide 1st or 2nd level technical support
  • Provide on-site verification, problem recognition, isolation, research, resolution and follow-up
  • Open, close, action trouble tickets
  • Isolate problems, troubleshoot and provide follow-up instruction, as required to reduce the overall number of trouble calls
  • Provide advice and technical guidance to end users and distribute new IT assets (such as laptops, tablets, monitors, printers, etc.) for client needs as the situation requires
  • Ensure IT security and safety policies and procedures are adhered to in accordance with regulations and guidelines
  • Contribute to processing and procedural documentation
  • Maintain records of problems reported and their resolution utilizing the provided ITSM tool in accordance with SOPs’
  • Contact clients either by email, MS Teams or in person to ensure all problems are resolved to the client's satisfaction and the requirements of the initial request were fulfilled
  • Provide on-going escalation to management of unresolved problems requiring further attention which are causing service delivery delays to clients
  • Monitor all activities associated with each ticket or work order through to resolution
  • Tracking inventory of hardware and software
  • Perform other tasks related to this category, as required
  • Escalate more complex problems to senior support personnel to expedite resolution
  • Create problem and resolution logs for help desk activities


Mandatory Skills

  • Must have at least 5 years of Computer Application Support Technician experience
  • Must clearly demonstrate 1 year of experience within the last 5, working in an IT enterprise environment supporting at least 1000 (Win 10) clients
  • Must clearly demonstrate 1 year of experience within the last 5 years in troubleshooting, installing, and supporting, in providing (1st line support) desktop support
  • Must clearly demonstrate 1 year of experience within the last 5 years working in a trouble ticket/service desk-based environment as part of a team


Location: On-site work Ottawa

Contract Duration: 9.5 months

Security Requirement: Enhanced Reliability