Technical Services Help Desk Agent

Priority may be given to the following designated employment equity groups: women, Indigenous peoples* (First Nations, Inuit and Métis), persons with disabilities and racialized persons*.
- The _Employment Equity Act_, which is under review, uses the terminology Aboriginal peoples and visible minorities.

**City**: Ottawa

**Organizational Unit**: Client Service Centre

**Classification**: CS-1

**Tenure**: Term

**Duration**:1 year

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

**Work Arrangements**:While the official location of work for this position will be an NRC facility within Canada, the option of an offsite or a hybrid work arrangement (a combination of working onsite and offsite) may be possible.

**Consequently, the Help Desk Agents need to be available to work a rotating shift schedule (7:30am - 7:30pm ET) to ensure that we have full coverage.**

**Discover the possible**:
Anything is possible at the National Research Council (NRC), recently named one of Canada’s 2025 Top Employers for Young People, a 2025 Top Employer in the National Capital Region and Forbes Canada’s Best Employers

As Canada’s leading research and technology organization, our world-renowned research pushes the boundaries of science and engineering to make the impossible, possible. Every day we explore new ideas through innovative research and help companies discover possibilities that impact Canada’s future and the world.

At the NRC, you’ll also discover new possibilities. Our supportive workplace fosters a culture of creativity, welcoming fresh perspectives and innovation at all levels. We value teamwork. You’ll collaborate across multiple fields and with the brightest minds to find creative solutions. Most importantly, you’ll discover what’s possible within you as you grow, make valuable contributions and progress in your professional journey. From ground-breaking discoveries to a life-changing career, discover your possible at the NRC.

**The Role**:
We are looking for a Technical Services Help Desk Agent to support our Client Service Centre. The Technical Services Help Desk Agent would be someone who shares our core values of Integrity, Excellence, Respect and Creativity.

Reporting to the Manager, Client Services within the Client Service Centre, the Technical Services Help Desk Agent is responsible for providing technical assistance to clients in support of the NRC. The Technical Services Help Desk Agent is also responsible for identifying systematic problems related to the corporate business systems by providing supportive services such as troubleshooting, documenting, and identifying root causes of problems and implementing solutions.

**Screening Criteria**:
**Education**:
A college diploma in computer science or other related field.

A combination of education and relevant experience **may also be considered**.

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

**Experience**:

- Experience working with Microsoft products such as Windows 11 and Office suites.
- Experience using a service management tool such as Axios Assyst.
- Experience in ticket inventory management, such as identifying, documenting, and updating clients on the resolution of technical issues.
- Experience working in a structured centralized call centre.

**Condition of Employment**:
Reliability Status

For a Reliability Status, verification of background information over a period of 5 years is required.

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

Information on language requirements and self-assessment tests

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

- Strong ability to write concisely.
- Knowledge of call centre processes and escalation procedures.
- Knowledge of a service management tool, such as Axios Assyst.
- Ability to actively listen, speak and accurately capture relevant information for problem-solving.

**Behavioural Competencies**:

- Technology support - Conceptual and analytical ability (Level 1)
- Technology support - Initiative (Level 1)
- Technology support - Results orientation (Level 1)
- Technology support - Self-knowing and self-development (Level 1)
- Technology support - Teamwork (Level 1)

**Competency Profile(s)**:
**Compensation**:
From $67,680 to $86,543 per annum.

In addition, the incumbent who meets the language requirements will receive the Bilingualism Bonus of $800 per year.

NRC employees enjoy a wide-range of competitive benefits including a robust pension plan, comprehensive health and dental coverage, disability and life insurance, office closure at the end of December, and additional supports to enhance your well-being throughout your career and beyond.

**Notes**:

- In 2025, the NRC has been chosen as one of Canada’s Top Employers for Young People, the National Capital Region’s Top Employers and Forbes Canada’s Best Employers.
- Relocation assistance will be determined in accordance with the NRC's directives.
- This position is bei