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

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