Senior Help Desk Specialist to provide desktop on-site technical support for repairing, upgrading, installing, and troubleshooting IT equipment within a Windows 10 and Active Directory environment.

Our Valued Public Sector Client is seeking a Senior Help Desk Specialist to provide desktop on-site technical support for repairing, upgrading, installing, and troubleshooting IT equipment within a Windows 10 and Active Directory environment.
 
Project Description:
The Service Desk Team provides Information Management/Information Technology (IM/IT) 1st level and 2^nd level support, and is the single point of contact for all incidents, service requests, general assistance and information requests related to IM/IT and conference rooms within the organization. The role of the Help Desk Specialist is to provide on-site problem determination and resolution in direct support of the following: Personal Computers (PCs), laptops, tablets, monitors, ergonomic equipment, printers, scanners, BlackBerrys, Personal Digital Assistants (PDAs), rollout activities, software/hardware installation and troubleshooting, client moves, various IT peripherals such as (PCs, monitors, printers, scanners, etc.), and Active Directory administration in accordance with the Standard Operating Procedures (SOPs).
 
Tasks Preformed:

• Perform on-site problem analysis and monitoring tasks, monitor network management systems and respond to user requests and problems;
• Provide desktop on-site technical support to repair, upgrade, install, troubleshoot, and maintain desktop/laptop/tablet, computer equipment, printers, and all peripherals;
• Conduct on-site problem determination and analysis on all client calls;
• Isolate problems and provide follow-up instruction, as required to reduce the overall number of trouble calls;
• Provide advice and technical guidance to end users and distribute new IT assets (such as laptops, tablets, monitors, printers, etc.) for client needs as the situation requires;
• Ensure IT security and safety policies and procedures are adhered to at all times in accordance with Treasury Board and DND regulations and guidelines;
• Maintain records of problems reported and their resolution utilizing the provided ITSM tool in accordance with SOPs’;
• Contact clients either by telephone or in person to ensure all problems are resolved to the client's satisfaction and the requirements of the initial request were fulfilled;
• Provide on-going escalation to management of unresolved problems requiring further attention which are causing service delivery delays to clients;
• Monitor all activities associated with each ticket or work order through to resolution;
• Attend DND training/briefing sessions in order to gain access to Help Desk support software or Help Desk telephone system(s), as required; and
• Perform other tasks related to this category, as required.
• Maintain liaison with network users and technical staff to communicate the status of problem resolution to network users; log and track requests for assistance using the ITSM (Assyst) tool provided;
• Maintain records of problems reported and their resolution using the ITSM (Assyst) tool provided;

 
Must Haves:

• Secret Clearance
• Onsite availability from 7-5 pm Monday-Friday
• 6+ years of Active Directory
• 6+ years of Information Technology Service Management (ITSM) tool such as Axios Assyst, Remedy, etc.
• 6+ years of network concepts/protocols (10/100 Base-T/TX Ethernet, TCP/IP).