Sr. (Bilingual) Help Desk Specialist to provide troubleshooting and incident resolution in support of computer operations

Job Type: Contract
Positions to fill: 5
Start Date: Oct 02, 2023
Job End Date: Mar 31, 2024
Pay Rate: Daily: Negotiable
Job ID: 132629
Location: Ottawa

Our valued public sector client is looking for a Sr. Bilingual Help Desk Specialist to provide troubleshooting and incident resolution in support of computer operations.

Tasks include:

  • 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 strong Experience with SCCM for imaging
  • Apply strong Experience with Microsoft Teams
  • Apply strong Experience with Microsoft Office O365
  • Support for office equipment (e.g. printers, MFP’S,)
  • 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
  • Requests for the installation, upgrade, relocation and removal of End User Devices
  • Requests for the installation, upgrade and removal of software packages
  • Support hardware moves and relocation projects as required
  • Other duties as required

Must Have:

  • 5yrs experience in a help desk capacity
  • Security clearance with the Government of Canada
  • Bilingual (English/French)

Nice to Have:

  • 10yrs experience in a help desk capacity