Help Desk
6 days ago
**Position**: Help Desk L3
**Client**: Federal Government Client
**Location**:Onsite - (National Capital Region)
**Duration**: 6 months
**Security Clearance**: Federal Government Secret Clearance
**Language**: English
**Background**:
Our federal government client requires the services of a Senior Help desk Specialist to assist in augmenting an existing support team providing IT support to the client organization on a first level to ensure continuation of services and functionality of internal systems.
**Qualifications**:
- **Valid Government of Canada Security Clearance at the level of Secret**:
- Post secondary education in computer science, information technology or information management.
- 7 years experience working as a Help Desk Specialist performing a variety of technical incident and problem analysis and monitoring tasks and respond appropriately to user requests and problems
- 7 years of experience participating in the preparation of procedure manuals and documentation for IT Service Desk use.
**Responsibilities could entail**:
- Support the delivery and resolution of first level IT service requests, troubleshoot and log incidents, as well as triage and escalate to the right resource as required.
- When able to, support the resolution of second, third and fourth level tickets,
- Diagnose, analyze, and recommend solutions for a wide range of hardware and software issues.
- Create, track, maintain and close problem tickets that provide the history of the ticket from beginning to end.
- Follow-up with the user and the resource the ticket was assigned to seek and provide updates on status.
- Develop and maintain documented procedures, training material, user guides and communication material for IT service desk use,
- Training and knowledge transfer to other staff
- Resources will be required to work in a technical environment that uses the following:
- MS-Office 2016 and 365;- Active Directory;- RDP & MSRA;- BMC Remedy;- Windows 10 & 11.- ICE Bar.- Customer Service experience.
indkyn
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