Intermediate Help Desk Specialist

3 weeks ago


Ottawa, Canada Maverin Inc. Full time

**DATE POSTED**: June 29, 2023

JOB ID# 021c

Role: Intermediate Help Desk Specialist
Client: Federal Government of Canada Client

Contract duration: 240 days, possibility of extension

Start date: July 2023
Location: Hybrid / NCR
Language: Bilingual (English & French)

Clearance: MUST hold a valid security clearance (please indicate on resume)

**Responsibilities could include but are not limited to**:

- Perform initial problem analysis and triage LIVESCAN problems to other appropriate staff when appropriate;
- Develop, implement, and/or participate in the preparation of procedure manuals and documentation for help desk use;
- Conduct periodic user satisfaction surveys and track user problem trends;
- Make recommendations for improvements to the LIVESCAN network systems and create reports based on information provided from user surveys and trend;
- Participate in the development of a comprehensive training plan for help desk procedures;
- Assist in training personnel providing backup coverage;
- Monitor facets of the rolled out LIVESCAN System;
- Perform other related duties incidental to the work described herein;
- Prepare weekly Progress Reports to the Task Authorization Office of Primary Interest (OPI); and
- Prepare monthly Progress Reports to the Task Authorization OPI.

**Skills/Experience Required**:

- MUST HOLD A valid security clearance (please indicate on resume)
- A minimum of 5 years of experience as a Help Desk Specialist;
- A minimum of 2 years of experience working for a Government of Canada department;
- A minimum of 1 year of experience preparing and implementing help desk procedures;
- A minimum of 3 years of experience maintaining liaison with network users and technical staff to communicate the status of problems to resolution to network users;
- A minimum of 3 years of experience logging and tracking requests for assistance.

**Job Type**: Fixed term contract
Contract length: 240 days

**Benefits**:

- Dental care
- Paid time off

**Experience**:

- Help Desk Specialist: 5 years (required)
- working for a Government of Canada department: 2 years (required)

Licence/Certification:

- Must hold a valid security clearance (required)

Work Location: Hybrid remote in Ottawa, ON K1N 0C5


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