Technical Lead, Helpdesk Operations

Help bring research to life and drive your career forward with the National Research Council of Canada (NRC), Canada's largest research and technology organization.

We are looking for a Technical Lead, Helpdesk Operations to support Client Service Centre (CSC). The Technical Lead, Helpdesk Operations would be someone who shares our core values of Integrity, Excellence, Respect and Creativity. The incumbent will work as a member of the Helpdesk team within the Client Service Centre (CSC), providing second-level technical and business knowledge support/expertise to client users and Helpdesk Agents. The Helpdesk Operations Technical Lead supports and acts as backup to the Client Services Manager.

The Technical Lead, Helpdesk Operations will mentor/lead the helpdesk team in IT support which has an impact on the availability and stability of the NRC IT global infrastructure. This position has a high level of autonomy. Decisions may be forwarded to the manager when complex situations arise.

The work requires the exercise of initiative, ability to work with mínimal supervision, good judgement, and discretion in evaluating the feasibility of proposed system changes, as the implementation of scripts and policies may affect all systems and users in the institute’s infrastructure.

**KEY ACTIVITIES**:
**Lead, maintain and support operations of the helpdesk**:

- Forge collaborative and cooperative working relationships with CSC, KITS leadership and various partners (e.g. Shared Services Canada)
- Provide leadership, information, advice, and resolution of technical problems
- Attend to escalated issues dealing with all levels of clients
- Monitor the telephone system queue, create and support reports, resource scheduling and ticket tracking tools
- Develop course content, course material, and training aids for the help desk tools in support of departmental operations, and delivers training to client user groups and helpdesk agents
- Maintain regular and open communication with the Client Services Manager

**Resolve computer hardware and software operational problems**:

- In consultation with the end-user, assess incoming service requests in order to prioritize, establish schedule, and determine required resources
- Consult with technical colleagues and/or perform research to help find solutions to new problems
- Maintain accurate documentation of service desk processes
- Escalate problems to the appropriate group if needed
- Record all client support requests and resolution steps in the Helpdesk service management tools

**Keep up-to-date with current technological trends in distributed computing**:

- Attend training courses, seminars, conferences and trade expositions
- Consult on-line information
- Consult with colleagues

**Screening Criteria**:
**Education**:
Degree or diploma from a recognized University or Technical College in Computer Science or related discipline.

An equivalent combination of education and direct experience (2-5 years) may be considered.

For information on certificates and diplomas issued abroad, please see Degree equivalency

**Experience**:

- Extensive experience in troubleshooting distributed computers within complex research environment
- Experience in solving computer performance problems
- Experience in researching and analyzing complex IT issues as well as providing sound advice and expertise to clients, other team members, and management
- Experience in analyzing, evaluating, and installing third-party software packages
- Experience in writing technical documents, including software installation documents and Helpdesk knowledgebase articles
- Experience in providing training and explanations to clients

**Condition of Employment**:
Secret (II)

**Language Requirements**:
Bilingual Imperative CBC/CBC

Information on language requirements and self-assessment tests

**Assessment Criteria**:
**Technical Competencies**:

- Strong knowledge of Microsoft products such as MS Office suite 2010/2013/2021, desktop operating systems, TCP/IP networks Protocol, Active Directory and TCP/IP networking as they relate to desktop computer connectivity
- Strong knowledge of desktop hardware, peripherals, and drivers.
- Strong ability to provide technical guidance in both French and English.
- General knowledge of IT security principles, including encryption, secure connectivity, and virus detection/disinfection
- Knowledge of event management tracking system software, such as Axios assyst, Infoman, Altiris, Footprints, etc.
- Knowledge of ITIL core processes such as Incident management, Service Request fulfilment, Knowledge management and asset management.
- Working knowledge of MAC OS X and Linux is considered **an asset**:

- Good knowledge of programming and scripting skills would be considered **an asset**

**Behavioural Competencies**:

- Technology support - Communication (Level 2)
- Technology support - Initiative (Level 2)
- Technology support - Results orientation (Level 2)
- Technology