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