Documentation Specialist

4 weeks ago

National Capital Region, Canada TekSynap Full time

Responsibilities & Qualifications:
**RESPONSIBILITIES**
- Develop and maintain comprehensive documentation of service desk processes, procedures, and performance metrics.
- Record knowledge base articles, user guides, and service desk response protocols to ensure consistent issue resolution.
- Generate regular reports on service desk activities, SLAs, ticket resolution metrics, and customer feedback.
- Document call triage processes, workflows, and resolution paths.
- Maintain an up-to-date directory of contacts and escalation points to support efficient call center operations.
- Track and document call metrics (e.g., volume, average handling time) to support performance improvement initiatives.
- Develop, maintain, and update documentation related to desk-side support activities, including incident handling, asset management, and software installations.
- Ensure procedures for ticket processing, hardware/software troubleshooting, and escalation protocols are documented and distributed across teams.
- Maintain technical documents, including device imaging instructions and user manuals.
- Assist in developing and maintaining continuity of operations plans, focusing on IT infrastructure and operational readiness.
- Document emergency response plans, backup procedures, and recovery protocols for IT systems.
- Maintain version-controlled COOP documentation repositories and conduct periodic reviews for accuracy.

**REQUIRED QUALIFICATIONS**
- Experience:

- Five (5) years relevant experience
- Certifications:

- CompTIA Security+
- Help Desk Institute (HDI) or A+ related certifications relevant
- Education:

- Bachelor’s degree in a relevant discipline or functional area.
- Clearance:

- Must possess a Secret clearance

Overview:
We are seeking a Documentation Specialist (Journeyman) to join our team supporting DISA JSP Service Delivery.

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

Additional Job Information:
**WORK ENVIRONMENT AND PHYSICAL DEMANDS**

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Locations: National Capital Region
- Type of environment: Office
- Noise level: Medium
- Work schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.
- Amount of Travel: Less than 10%

**PHYSICAL DEMANDS**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

**WORK AUTHORIZATION/SECURITY CLEARANCE**

U.S. Citizen

Secret

**OTHER DUTIES**

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

**EQUAL EMPLOYMENT OPPORTUNITY**

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of

  • Technical Specialist, Project Management

    7 days ago

    National Capital Region, Canada Defence Construction Canada Full time

    Who Can Apply?: **Internal (DCC Employees) and External (General Public)** - Salary Range: **$77,139 - $100,281** - Employment status: **Continuing** - Term Length: - Security Level: **Secret** - Language Requirement: **Bilingual Mandatory** - Closing Date: **30/01/2025** - Country: **Canada** The Technical Specialist, Project Management, provides project...

  • Technical Specialist, Project Management

    2 weeks ago

    National Capital Region, Canada Defence Construction Canada Full time

    Who Can Apply?: **Internal (DCC Employees) and External (General Public)** - Salary Range: **$77,139 - $100,281** - Employment status: **Continuing** - Term Length: - Security Level: **Reliability** - Language Requirement: **Bilingual Preferred** - Closing Date: **20/03/2025** - Country: **Canada** **Occasional travel to remote overseas theatres (ex....

  • Fixed-term Administrative Specialist

    1 week ago

    National Capital Region, Canada SupportNinja Full time

    We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom. SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status...

  • Mid-helpdesk Specialist

    4 weeks ago

    National Capital Region, Canada TekSynap Full time

    Responsibilities & Qualifications: **RESPONSIBILITIES** - Act as a point of escalation for complex issues, collaborating with Tier II and Tier III support to resolve critical incidents. - Prioritize, manage, and monitor ticket progress to ensure timely resolution and meet service-level agreements (SLAs). - Conduct follow-up with users to confirm problem...

  • Product Support Specialist

    36 minutes ago

    National Capital Region, Canada Buy Box Experts Full time

    Buy Box Experts (BBE) is a Spreetail Agency, our mission at BBE is to be premier Amazon strategists by successfully evolving and adapting to the ever-changing environment that is Amazon and e-commerce. Our strategic growth mindset and holistic approach encourage forward-thinking and provide the greatest potential for success for our Brand Partners. - Buy Box...

  • Cardiac Exercise Specialist

    2 weeks ago

    Harrison Lake Region (Agassiz), Canada Fraser Health Authority Full time

    SalaryThe salary range for this position is CAD $37.89 - $47.31 / hour Job SummaryFraser Health is responsible for the delivery of hospital and community-based health services from Burnaby to Fraser Canyon on the traditional, ancestral and unceded territories of the Coast Salish and Nlaka’pamux Nations, and is home to six Métis Chartered Communities.Our...

  • Care Coordinator

    2 weeks ago

    Durham Region, Canada BioPed Footcare Full time

    You’re driven to make a difference in the lives of others, and organization is what drives you. Whether you’re kickstarting your career, or you’ve already got a few years of experience under your belt, you want to join a passionate team in an organization that truly changes lives. If this sounds like what you’re looking for, we may have the perfect...

  • Care Coordinator

    2 hours ago

    Durham Region, Canada BioPed Footcare Full time

    You’re driven to make a difference in the lives of others, and organization is what drives you. Whether you’re kickstarting your career, or you’ve already got a few years of experience under your belt, you want to join a passionate team in an organization that truly changes lives. If this sounds like what you’re looking for, we may have the perfect...

  • Canadian Certified Pedorthist

    2 hours ago

    Durham Region, Canada BioPed Footcare Full time

    You became a Pedorthist because you’re passionate about what moves us all. You know that foot pain can hold people back from living their best life, and you value playing a critical role in removing that barrier. If this sounds like you, we may have the perfect opportunity for you at BioPed Oshawa! We’re BioPed Footcare, and we love to improve the life...

  • Clinical Pharmacy Specialist

    3 weeks ago

    Harrison Lake Region (Agassiz), Canada Fraser Health Authority Full time

    SalaryThe salary range for this position is CAD $53.31 - $66.63 / hour Job SummaryAre you looking for a place toshowcaseyour clinicalhospital pharmaceutical skills?We have the perfectFull Timeopportunity foraClinical Pharmacy Specialistto join our teamatHome Health - AbbotsfordlocatedinAbbotsford, BC.Who are we?We are a collaboration of four premier health...

  • Clinical Pharmacy Specialist

    2 weeks ago

    Harrison Lake Region (Agassiz), Canada Fraser Health Authority Full time

    SalaryThe salary range for this position is CAD $53.31 - $66.63 / hour Job SummaryAre you looking for a place toshowcaseyour clinicalhospital pharmaceutical skills?We have the perfectPart Timeopportunity foraClinical Pharmacy Specialistto join our team in EmergencyatEagle Ridge HospitallocatedinPort Moody, BC.Who are we?We are a collaboration of four premier...

  • Registered Nurse

    2 weeks ago

    Harrison Lake Region (Agassiz), Canada Fraser Health Authority Full time

    SalaryThe salary range for this position is CAD $41.42 - $59.52 / hour Job SummaryJoining our team offers you opportunities to work in a rapidly growing organization with health professionals who are excellent in their respective fields, career growth and advancement, a competitive compensation package (including four weeks of vacation to start,...

  • Associate Physician

    2 weeks ago

    Harrison Lake Region (Agassiz), Canada Fraser Health Authority Full time

    SalaryThe salary range for this position is CAD $45.46 - $65.35 / hour Job SummaryThe Palliative Complex Care Units (PCCU) atAbbotsford Regional Hospital and Cancer Centre and Surrey Memorial Hospitalare ready to welcome full time Associate Physicians to join our palliative care program. Within the context of a client and family centered model of care and,...

  • Plumber/Maintenance Worker V

    3 weeks ago

    Harrison Lake Region (Agassiz), Canada Fraser Health Authority Full time

    SalaryThe salary range for this position is CAD $39.21 - $39.21 / hour Job SummaryCurious to learn what it’s like to work here?Connect with us!We invite you to apply today and find out why employees recommend Fraser Health to their friends as an exceptional place to work. We are committed to planetary health, we value diversity in the work force and seek...

  • Associate Physician, Cardiology

    3 weeks ago

    Harrison Lake Region (Agassiz), Canada Fraser Health Authority Full time

    SalaryThe salary range for this position is CAD $45.46 - $65.35 / hour Job SummaryWe are seeking committed and driven Permanent Full Time Associate Physicians at work at Abbotsford Regional Hospital and Cancer Centre and support the provision of continuous care in a team-based environment working collaboratively with the MRP, Residents, nursing and allied...

  • Associate Physician, Vascular Surgery

    2 weeks ago

    Harrison Lake Region (Agassiz), Canada Fraser Health Authority Full time

    SalaryThe salary range for this position is CAD $45.46 - $65.35 / hour Job SummaryWhy Fraser Health? Fraser Health (FH) is the heart of health care for nearly two million people in 20 diverse communities from Burnaby to Fraser Canyon on the traditional, ancestral and unceded territories of the Coast Salish and Nlaka’pamux Nations and is home to six Métis...

  • Senior Coordinator, Quality Improvement

    3 weeks ago

    Harrison Lake Region (Agassiz), Canada Fraser Health Authority Full time

    SalaryThe salary range for this position is CAD $34.67 - $49.83 / hour Job SummaryFraser Health is the second largest health system in Canada with over 48,000 staff, medical staff and volunteers, and is the largest of five regional health authorities in British Columbia, providing hospital and community-based health services to nearly 2 million people in...

  • Registered Nurse, Primary Care

    3 weeks ago

    Harrison Lake Region (Agassiz), Canada Fraser Health Authority Full time

    SalaryThe salary range for this position is CAD $41.42 - $59.52 / hour Job SummaryFraser Health is responsible for the delivery of hospital and community-based health services from Burnaby to Fraser Canyon on the traditional, ancestral and unceded territories of the Coast Salish and Nlaka’pamux Nations, and is home to six Métis Chartered Communities.Our...