Help Desk Specialist

Job Description

Job Posting : Help Desk Specialist – Level 2

Location : National Capital Region (On-site)

Job Type : Full-Time (Government and Contract Positions Available)

Position Summary

We are currently seeking Help Desk Specialist – Level 2 professionals to join our IT support team in the National Capital Region. You will provide hands-on and remote support to users, working closely with both the Desktop Support Services team and the IT Service Desk.

Key Responsibilities

As a Help Desk Specialist – Level 2, you will :

Log and update incident reports in the departmental tracking system

Offer technical guidance to junior IT Service Desk and Desktop Support staff

Set up and configure desktop computers in accordance with departmental standards

Install and configure laptops and tablets for office and remote (telework) use

Troubleshoot hardware, software, and connectivity issues, both onsite and remotely

Assist with the rollout and maintenance of operating systems and software updates

Resolve issues related to hardware components (e.g., RAM, video cards, network cables)

Set up, maintain, and troubleshoot network printers and smartphones

Monitor the IT Service Desk phone system and manage call intake

Conduct client follow-ups to ensure satisfaction and service quality

Qualifications and Skills

Experience providing tier 1 and 2 technical support in a complex IT environment

Strong diagnostic and troubleshooting abilities for desktop hardware and software

Familiarity with service management tools (e.g., ticketing systems, remote support platforms)

Knowledge of Windows operating systems and standard office productivity tools

Ability to manage multiple tasks in a fast-paced environment

Excellent communication skills and a commitment to client service

Bilingualism (English / French) is a requirement

Why Join Us

Be part of a progressive federal department that values innovation and digital transformation

Work with supportive, collaborative teams in a role critical to daily departmental operations

Gain valuable experience in a dynamic, high-demand IT support environment

Access opportunities for professional growth and public service career development