Helpdesk Specialist
Job Description
Job Title : Level 3 Helpdesk Specialist Location : Onsite Ottawa / Gatineau
Clearance : Secret Background : Join us in ensuring exceptional IT service delivery and supporting ongoing projects such as Passport Modernization, ABW advancements, and Windows 10 / 11 upgrades.
As part of our dynamic team, you'll provide technical assistance to users globally, contributing to our mission of supporting over 12,000 users.
Scope of Work : As a Level 3 Helpdesk Specialist, you'll diagnose and resolve technical issues, maintain communication with users and technical staff, and contribute to the improvement of IT processes and documentation. Tasks :
- Conduct initial problem analysis and triage
- Maintain liaison with users and technical staff
- Participate in incident management and service delivery
- Provide 1st and 2nd level IT support via various channels
- Assist in the preparation of procedure manuals and documentation
- Represent the organization as first-line support
- Provide technical advice and system support to optimize user experience
- Create and revise documentation including user guides and procedures
Location of Work : On-site at various locations in Ottawa and Gatineau, with occasional weekend or holiday work required.
Flexible working hours within 7 : 00 to 17 : 00 EST. Deliverables :
- Updated reports on problem resolution and incidents
- Progress reports on incidents and service requests
- Other relevant documentation as required
Requirements :
- Post-secondary education in computer science, IT, or information management
- Minimum 5 years of experience in IT support
- Demonstrated experience in incident and problem analysis, and documentation preparation
Rated Criteria :
- Minimum 5 years of experience in incident / problem analysis and triage
- Minimum 5 years of experience in reviewing incidents / problems and making recommendations
- Minimum 5 years of experience in preparing procedure manuals and documentation