*Computer Application Support

Turtle Island Staffing; Canada; On-site; CAD 45,000 - 60,000; Full time

Job summary

A national staffing agency is seeking an IT Support Contractor for a role at the Office of the Auditor General of Canada. The ideal candidate must be fluently bilingual in English and French and have at least 12 months of relevant IT experience. Responsibilities include providing technical support, triaging service requests, and assisting with onboarding new employees. This is a contract position from November 17, 2025, to October 16, 2026, working Monday to Friday in Ottawa.

Qualifications

• Minimum of 12 months of relevant IT experience.
• 2 years of experience in a Corporate IT Helpdesk environment.
• 2 years of experience with an ITSM ticketing system.

Responsibilities

• Triaging issues and service requests via various communication channels.
• Providing technical advice and support to OAG employees.
• Assisting with the delivery of equipment for new employees.

Skills

Fluency in English and French

Technical advice and support

Problem-solving skills

Education

Certificate, diploma, or degree in computer science

Tools

TOPdesk

Job description

Responsibilities

• Triaging issues and service requests via phone, e-mail, Teams, and the HelpDesk ticketing system (TOPdesk).
• Recording details of reported IT service issues and requests, including category and priority, and working to restore service at first contact or alerting and/or escalating to the appropriate specialist or support group in accordance with pre‑established Service Level Objectives.
• Providing technical advice and support to all OAG employees and explaining standards and policies related to the use of networks, software, hardware, peripherals and any other IT infrastructures or services that are identified. Investigating and resolving simple to moderate software, hardware, communication and connectivity problems, as well as some security issues.
• Assisting, under the guidance of the IT Inventory and Distribution Specialist, in the delivery of client systems by installing computer systems and peripherals as required based on pre‑established Service Level Objectives. This includes installing operating systems and software, wiping hard drives when laptops are returned, and updating the inventory to record daily transactions and hardware assignments.
• Assisting with the delivery of equipment for new employees, ensuring onboarding documentation is supplied and some user training is delivered.
• Assisting in the creation and update of IT procedures, FAQ documents, user guides, knowledge‑base articles, and ‘how‑to’ documents. Delivering training and information sessions and coaching OAG employees on the use of peripherals, software, and services when appropriate.
• Building relationships with the support specialists to ensure that IT‑delivered services goals and Service Level Objectives are met.

Timelines

The work by the Contractor will begin on November 17, 2025, and end on October 16, 2026, Monday to Friday, 8:30 a.m. to 5 p.m., except for statutory holidays.

Deliverables

• Update resolution for each task in the TopDesk tickets.
• Provide a weekly update to the manager on the work.

Location of Work

The work must be performed at the Office of the Auditor General of Canada (OAG) office located at 240 Sparks Street, Ottawa, Ontario. At this time, no travel outside the National Capital Region (NCR) is anticipated.

Language Requirements

The Contractor’s proposed resource must be fluently bilingual in English and French, with the ability to read, write, and speak in both official languages. Proficiency in both languages is required to effectively perform the duties outlined in this contract and to communicate with OAG personnel.

Mandatory Criteria

• M1 – Education: Certificate, diploma, or degree in computer science or another relevant field from a recognized Canadian post‑secondary institution.
• M2 – Minimum Experience: Must have a minimum of 12 months of relevant experience.

Additional Mandatory Criteria

• M1 – The proposed resource must have a minimum of 2 years of experience, within the past 3 years from RFP closing date, in a Corporate IT Helpdesk environment.
• M2 – The proposed resource must have a minimum of 2 years of experience, within the past 3 years from RFP closing date, with an ITSM ticketing system.