Bilingual Desktop Support

2 weeks ago

Ottawa, Canada General Dynamics Missions Systems-Canada Full time

**Job Description**:
We are currently expanding our Desktop Support Team and looking for a Bilingual Desktop Support representative. The Desktop Support teams work with clients over the phone and onsite to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. You will operate to provide prompt and professional desktop service through quick processing and prioritization of a variety of problems. This is ideal for someone who enjoys troubleshooting, working in a collaborative team and providing excellent customer service.

This is an on-site position at our office in Ottawa, with flexibility to work remotely on occasion.

Your day to day will include:

- Under supervision, provide IT support services for line and or functional teams.
- Primary duty is to support the GD IT Service desk/call centre, including:

- Identification and execution of established support scripts, creation and verification of support scripts, classification of user-requests,
- Remote login to install software and performing known fixes.
- Logging in Company service request management system to update Service requests.
- Other duties include basic Workspace Services tasks such as PC imaging, preparation of retired IT assets for destruction/recycling, IT asset tracking/storage/verification/reconciliation, report running, conference room IT asset verification and other related tasks.

Basic Qualifications:
Education & Experience
- College Diploma and 1-2 years of Service desk or desktop IT support experience required
- Bilingualism (English/French) is a requirement for this position.

Complexity
- Applies learned skills and/or knowledge to the most structured, routine tasks associated with the job family. Uses standard procedures. Focus is on learning, practicing by doing.
- Works under close supervision and receives regular guidance from others. Progress and output is regularly reviewed, and feedback is provided to support training.

Initiative & Accountability
- Expected to take initiative on primary duties without daily tasking by the Lead Hand or Manager. Expected to contribute to continuous improvement. They identify and report on issues impacting their assigned tasks when they occur.
- Generally does not make decisions, unless within clearly established procedures, and in consultation with others.
- Accountable for quality of own work.

Communication & Giving Guidance
- Asks questions, checks for understanding, provides explanation clearly and precisely.
- Deals directly with immediate supervisor, co-workers and team members; engages in routine exchanges of information; interactions with external contacts, if applicable, would be monitored.
- Strong verbal and written communication skills required.
- Strong customer service skills required.
- Works under close supervision and receives regular guidance from others.
- Progress and output is regularly reviewed, and feedback is provided to support training.
- Works on problems of limited scope where resolution requires review of known or identifiable factors.

Effort (Physical/Sensory) & Working Environment
- Physical Effort: Continuous movement amongst workstation equipment to complete work. Repetitive hand movement (PC use) is required for continuous periods of time. Periodic lifting of low weight items with limited lifting of items with considerable weight. Continuous movement to internal customers within home GD Canada campus required.
- Sensory Effort: Moderate degree of visual concentration for periods of time required in testing or troubleshooting of software and hardware as well as reading of polices, protocol, work instructions, knowledge bases, scripts and other documents

Working Environment:

- Work will primarily be performed at the workstation for extended periods of time. Tasks may be repetitive as scripts are to be followed to ensure consistency of service to internal customers. You must approach each request with enthusiasm, care and ‘customer’ attitude as some callers may be aggravated due to their technical difficulties. Must be able to take criticism with stride and move the support process along. On occasion activities away from their workstation will be required

Company Overview:
General Dynamics Mission Systems engineers a diverse portfolio of high technology solutions, products and services that enable customers to successfully execute missions across all domains of operation. We believe in maintaining a diverse workplace - inclusive of beliefs, cultural background, job experiences, thoughts and ideas.

If who we are and what we do resonates with you, we welcome you to join our team

Our Company Benefits

We pride ourselves in being a great place to work with a shared sense of purpose, offering impressive benefits:

- A compressed nine-day fortnight and compressed hours - which means every other Friday off
- A personalized career development plan, alongside regular progress reviews - supporting and valuing your

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