Intermediate Workplace Technology Support Specialist

2 days ago


Ottawa, Canada RCGT Consulting Full time

**Summary**

Shared Services Canada is seeking several Intermediate Workplace Technology Support Specialists to assist in the planning, installation, maintenance, and support of the Workplace Technology environment. The IT Support Specialist will provide second-level technical support for the installation and maintenance of security software and workplace technologies.

**Responsibilities**
- Perform Incident troubleshooting as per SSC work instructions
- Upon resolution, or in cases of inability to resolve, update the SSC team lead by using the most efficient and cost-effective mechanism to transmit the update to the service management tool
- Demonstrate understanding and compliance of Incident and Service Request Management and Service Delivery Model processes, procedures, and guidelines
- Provide recommendations to improve Incident and Service Request Management Processes, Service Delivery model guidelines, and procedures
- Complete Service Requests for both Hardware and Software Changes
- Complete Service Requests for laptops, tablets, workstations, and peripherals
- Cleanup (remove and erase data) as per SSC standard processes in order to comply with the relevant SSC decommissioning procedures
- Upon change completion or in cases of inability to complete the Service Request, update the SSC team lead by using the most efficient and cost-effective mechanism to transmit the update to the Service Management system

**Mandatories**
- Hold a valid Secret Clearance
- Hold a Vaccine Passport
- Fully Bilingual

**Assets**
- Previous experience supporting an Enterprise-class VPN solution using Entrust PKI encryption
- Previous experience in the provision of End-User IT support services and dealing with client representatives
- Previous experience providing coaching and guidance to clients and team members for onboarding new employees
- Previous experience managing services in accordance to Service Level Agreements



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