Help Desk Specialist

3 days ago

Ottawa, Canada S.i. Systems Full time
Job Title: Int. Help Desk Specialist

Our valued public sector client is seeking a highly skilled Intermediate (5+ years) Bilingual Help Desk Specialist to provide top-notch troubleshooting and incident resolution support for computer operations.

Flexible Hybrid - 2x/week in the National Capital Region.

Key Responsibilities:

  • Troubleshooting and Incident Resolution: Provide expert-level support for workstations, laptops, docking stations, and other IT equipment, including login, passwords, software installation, Internet access, application installation, printer setup, and multi-function device setup.
  • Communication and Documentation: Communicate effectively with desktop users experiencing technical difficulties, troubleshoot and document problems, and provide solutions to resolve issues.
  • Problem Analysis and Solution Formulation: Reproduce, diagnose, and analyze problems reported by end-users, formulate solutions to resolve the issue, and provide training and advice to users.
  • Training and Support: Provide training and advice to users on optimal computer operation, software, and operating systems, and set up and deploy IT equipment for new employees.
  • Log Maintenance and Ticket Management: Organize and maintain a problems and solutions log for use by other Desktop Support personnel and address and resolve incoming tickets from users regarding hardware, software, and network issues.
  • Recurring Issue Analysis and Automation: Assess recurring issues to create automated processes where possible and apply experience with shipping and receiving of IT equipment to end-users.
  • Smart Phone Support: Support Smart Phones (e.g. Android) for MFA (Multi-factor Authentication) and end-user device re-imaging, installation, upgrade, relocation, and removals.
  • Hardware Moves and Relocation: Support hardware moves and relocation projects as required.

Requirements:

  • 5 years experience in an operations support capacity
  • Enhanced Reliability Clearance or higher
  • Bilingual

Nice to Have:

  • Federal Government Experience

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