Operations Support Specialist

3 weeks ago

Gatineau, Canada Kyndryl Full time

**Background**:
Kyndryl currently owns a contract with a high visibility Government client. It’s a critical role requiring the provision of support to Elections Canada operations teams, including staff, in relation to Federal Elections. This project will involve 2ndand 3rd line support for various systems, including but not limited to: Office 365, Windows 10, Sharepoint, SCCM, VPN (MyKey).

**Qualifications**:

- Fluently bilingual in both official languages (French and English)
- Minimum of 10 years experience in IT Support. 5 of these years at level 2/3 Deskside Support.
- Post-Secondary degree or diploma in IT/Computer Science
- ITIL v3 or v4 certification is an asset
- Minimum of 10 years’ experience in providing onsite technical support in both official languages (French and English)
- Demonstrated high level of proficiency in Deskside & Office hardware and software
- Ability to work under pressure while maintaining quality and consistency of service
- Good administration skills and attention to details
- Good verbal and written communication skills
- Excellent interpersonal and client service skills
- High performing and strong teamwork skills
- Experience with motivating others

**Tasks Include**:

- Communicating electronically (and in-person) with desktop users experiencing technical difficulties by troubleshooting and documenting problems in both official languages (French and English)
- Reproducing, diagnosing, and analyzing problems reported by end-users, in turn formulating solutions to resolve the issue at hand
- Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation
- Organizing and maintaining a problems and solutions log for use by other Desktop Support personnel
- Setting up and deploying IT equipment for new employees
- Training users in software and operating systems
- Addressing and resolving incoming tickets from users regarding hardware, software, and network issues
- Assessing recurring issues to create automated processes where possible
- Strong Experience with SCCM for imaging
- Strong Experience with Microsoft Teams
- Strong Experience with Microsoft Office O365
- Support for office equipment (e.g. printers, MFP’S,)
- Experience with Shipping and receiving of IT equipment to end-users
- Support for Smart Phones (e.g. Android) for MFA (Multi-factor Authentication)
- End User Device re-imaging
- Requests for the installation, upgrade, relocation and removal of End User Devices
- Requests for the installation, upgrade and removal of software packages
- Support hardware moves and relocation projects as required

**Job Type**: Fixed term contract
Contract length: 60 months

**Salary**: $30.00-$60.00 per hour

Work Location: Hybrid remote in Gatineau, QC J8X 0A8

Expected start date: 2023-05-01

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