Provide onsite IT support by diagnosing and resolving hardware/software issues, assisting users with IT problems, and managing incidents via an ITSM system.
On behalf of our client within the Federal Government we are recruiting for a L2 Help Desk Analyst to provide onsite IT support to clients in the Ottawa/NCR area.
Job Description:
- The
resource will be required to interpret information provided by clients to
determine the exact nature of problems and to understand their needs and
concerns.
- Analyze
the clients IT issues and apply logical diagnostic processes to resolve the
problems
- Providing
remote and onsite technical support for users and resolving their technical
issues
- Resolve
common hardware and software issues such as but not limited to password reset, laptop
imaging, troubleshooting, device replacement, printer troubleshooting,
configuration, software installation, and mobile phone issues
- Setting
up and configuring new employee user accounts
- Conducting
basic troubleshooting of network connectivity issues
- Logging
and tracking incidents and service requests in the ITSM system
- Escalating
more complex issues to level 3 technicians
- Image
workstations and assist with Life Cycle of IT Assets
- Perform
related tasks incidental to the work described herein
- Updating information in our internal ticketing
tracking system
Requirements
- minimum of twelve (12) months of experience
within the last 60 months providing IT support services working in a Service
Desk, Help Desk or Call Centre.
- Must have Government of Canada Secret Security clearance
- 12 months of experience within the last 60
months providing IT support on all of the following products and services:
- Microsoft Office Suites (on premise or cloud
acceptable), must include Outlook, Word, PowerPoint and Excel
- Remote Access services
- Microsoft Windows operating systems
- 12 months of experience within the last 60
months providing direct IT support to end-users by conducting all of the
following activities:
- Discussing issues/problems and gathering and documenting
key and pertinent information associated to client requests.
- Providing clients with appropriate and effective
information/feedback associated to their requests.
- Communicating with clients via email, phone,
client walk-in and desk-side (on-floor).
- experience within the last twenty-four (24)
months working with an ITSM ticketing system to record, track and report on
client requests.
- experience within the last 60 months working
with Microsoft SCCM Console or RDP (remote desktop control) to connect remotely
to client workstations to expedite the resolution of client issues. experience
within the last 60 months providing IT support for Microsoft Windows 10 or
later operating systems
- experience within the last 60 months providing
IT support for mobile devices operating within a Canadian Federal Department as
defined by the Financial Administrative Act Schedule I through VII Financial
Administration Act (justice.gc.ca) The mobile device must be operating in a
wireless configuration and must be an approved departmental device (not a
personal use device). • Tablet (IOS, Windows and/or Android based OS) • Cell
phone (IOS and/or Android based OS)
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