Computer, Application Support

PCRecruiter - Recruitment Software & Applicant Tracking System; Ontario; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A government agency's IT department in Ottawa is seeking a Senior Computer Application Support specialist to provide comprehensive technical support both on-site and remotely. The candidate will implement and maintain IT solutions, address complex support requests, and assist the Help Desk. This role requires expertise in Windows 11 and prior experience in technical support. Flexibility for on-site and remote work is essential.

Qualifications

• Experience providing second and third-level technical support.
• Ability to triage and resolve complex issues effectively.
• Familiar with IT service standards and policies.

Responsibilities

• Implement and administer client-based business solutions.
• Provide second-level support and occasionally third-level support.
• Triage Help Desk requests during high volume periods.

Skills

Technical support

Windows 11 expertise

Help Desk experience

Problem-solving

Tools

TOPdesk

Job description

II - Objective

The objective is to acquire computer application support from a contractor to provide first-, second-, and third-line support in person and remotely via Teams, phone, and email at the OAG’s headquarters, 240 Sparks Street, Ottawa. The support includes tasks related to the office’s Windows 11 and related software upgrade projects. The contractor is expected to be on-site at least 2 days a week, including Tuesdays and one flexible day. Work may be performed remotely on other days unless operational requirements necessitate additional on-site presence, such as configuring physical computers.

Work location

The contractor’s personnel may be required to work at 240 Sparks Street, Ottawa, Ontario, K1A 0G6.

III - Description/Scope of Work

The OAG requires senior computer application support to supplement the Client Computing team. The contractor will work under the direction of the manager and/or the Senior Software Support Specialists.

Tasks:

1. Under the guidance of the Senior Software Support Specialists, the Senior Computer Application Support specialist will implement and administer all client-based business solutions and services according to OAG’s policies and procedures. This includes participating in or performing activities of project teams engaged in deploying new or improved client software and hardware infrastructure.

1. Provide second-level support and occasionally third-level support for the client services team, including software, hardware, and distribution. This involves resolving moderately to highly complex issues that come through the Help Desk on a variety of hardware, software, and client solutions.

During periods of high request volume, provide relief for the Help Desk on first-level support requests, triaging issues and service requests via phone, email, Teams, and the HelpDesk ticketing system (TOPdesk).

1. Record details of reported IT service issues and requests, including category and priority, and work to restore service at first contact or escalate to appropriate support groups according to established Service Level Objectives (SLOs).

1. Provide technical advice and support to all OAG employees, explaining standards and policies related to network, software, hardware, peripherals, and other IT-related matters.