Our valued public sector client is looking for an Intermediate Bilingual Help Desk Specialist to provide troubleshooting and incident resolution in support of computer operations.
Responsibilities :
- Troubleshooting and incident solving support for workstations, laptops, docking stations, including but not limited to login, passwords, software install, Internet access, application installation, printer set up, multi-function device setup, anti-virus software / virus disinfection
- Communicating electronically (and in-person) with desktop users experiencing technical difficulties by troubleshooting and documenting problems
- Reproducing, diagnosing, and analyzing problems reported by end-users, in turn formulating solutions to resolve the issue at hand
- Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation
- Organizing and maintaining a problems and solutions log for use by other Desktop Support personnel
- Setting up and deploying IT equipment for new employees
- Training users in software and operating systems
- Addressing and resolving incoming tickets from users regarding hardware, software, and network issues
- Assessing recurring issues to create automated processes where possible
- Apply experience with Shipping and receiving of IT equipment to end-users
- Support for Smart Phones (e.g. Android) for MFA (Multi-factor Authentication)
- End User Device re-imaging, installation, upgrade, relocation and removals
- Support hardware moves and relocation projects as required
Must Haves :
- 5+ years of experience in a Microsoft environment.
- Secret Clearance
Nice to Haves :
- Bilingual (French and English)
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