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