Secret Cleared Help Desk Specialist to provide on-site troubleshooting of network and software issues in response to a 24/7 incident management ticketing system.

Our Valued Public Sector Client is seeking a Secret Cleared Help Desk Specialist to provide on-site troubleshooting of network and software issues in response to a 24/7 incident management ticketing system. 

Background:
The Defence Service Operations Centre is responsible to coordinate in-service support for Information Systems across the Department of National Defence (DND) and the Canadian Armed Forces (CAF) operations. The National Service Desk provides 24/7 support on help desk and system monitoring functions.
 
Must haves:

• Help Desk Specialist (5+ years)
• Incident management ticketing system (1+ year)
• Network Monitoring Tool (1+ year)
• Secret Clearance

 
Responisbilites:

• Review network monitoring alerts at a national level from monitoring tools and respond accordingly.
• Coordinate National situational awareness events including sending out an informational
• Respond to events and coordinate responses from service providers in support of the Incident Management Process.
• Respond directly to events including phone calls, emails, alerts and notifications from users or stakeholders in support of domestic and deployed operations.
• Route incidents to internal providers for national telecommunications systems, and route incidents to SSC and other external providers as appropriate
• Support the National Capital Region (NCR) Service Desk (SMC) by responding to and coordinating classified IT related events from the NCR users or applications.

The National Service Desk (NSD) requires 12-hour shifts. The day and night shifts will alternate every 2 weeks. Day shifts are 6am to 6pm, and Night shifts are 6pm-6am and can be at the following locations:

• Tunney’s Pasture, 101 Goldenrod Driveway, Ottawa, Ontario;
• Major General Pearkes Building, 101 Colonel By Drive, Ottawa, Ontario; and
• Carling Campus, 60 Moodie Drive, Ottawa, Ontario.