Computer Application Support

3 weeks ago

Ottawa, Canada Procom Full time

Computer Application Support

On behalf of our Public Sector Client we are seeking a Computer Application Support contractor, for a 3-month contract.

A valid Secret Federal Security Clearance is required, and fully on-site work in the National Capital Area.

Mandatory Skills

- A minimum of 6 months of hands-on experience providing onsite IT support to clients
- Proven experience troubleshooting computer equipment.
- Experience using and troubleshooting web/video conferencing platforms such as MS Teams, WebEx, Zoom, or Skype
- In-person experience supporting and coaching on smartphones in an office environment, rather than remote support
- Experience using and troubleshooting MS365 products in an office setting

The scope of work of the Contract includes, but is not limited to:

The Computer Application Support professional will be expected to execute the following tasks during this contract, but not limited to:

- This role is a client facing role where you must attend different workstations, at different floors and site locations (Ottawa and Gatineau)
- You will be required to lift computer hardware/equipment.
- Walk various floors to assess the readiness of all workstations within the National Capital Region. Note deficiencies and replace or add any missing or faulty hardware
- Assist clients with connecting their devices (laptops and smartphones) to the wireless network and peripherals at their desks (e.g., docking stations, monitors)
- Help clients connect to virtual meetings using their devices (laptops and/or smartphones) in boardrooms
- Support decommissioning, by removing IT equipment (e.g., printers, monitors, docking stations) and either reusing or sending it for surplus
- Complete client requests
- Demonstrate strong client service and relations skills, handling heavy workloads and challenging situations with courtesy, understanding, and efficiency
- Provide user coaching and support for office automation tools such as Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Internet Browsers, Microsoft Outlook, MS365, and MS Teams
- Create and enter relevant information into the departmental incident and problem tracking system (BMC Remedy), documenting and escalating incidents and problems to the appropriate support team when necessary
- Perform basic troubleshooting and documentation of hardware and software issues related to departmental mobility tools, including laptops, remote connections/network access, and virtual private networks
- Coach clients on using smartphones, including iPhones and Android devices

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