Contract

Symbiotic Digital; Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

Symbiotic Digital is seeking a L2 Help Desk Analyst to provide onsite IT support to clients in the Ottawa/NCR area. The role involves interpreting user needs, diagnosing issues, and delivering remote and onsite support for Windows 10+ devices, mobile devices, and Office 365.

Strong ITSM experience and a valid Government of Canada Secret clearance are required, with a focus on ticketing accuracy and end-user satisfaction.

Qualifications

• 12 months IT support in last 60 months in a Service Desk/Help Desk/Call Centre.
• Must have Government of Canada Secret Security clearance.
• 12 months IT support with Microsoft Office Suites (Outlook, Word, PowerPoint, Excel) in last 60 months.
• Experience with Remote Access services.
• Experience with Microsoft Windows operating systems.
• Experience using an ITSM ticketing system in the last 24 months to record, track and report client requests.
• Experience with SCCM or RDP to connect remotely to client workstations in last 60 months.
• Experience supporting Windows 10 or later.
• Experience supporting mobile devices in a Canadian Federal Department using approved departmental devices.

Responsibilities

• Interpret information from clients to determine the exact nature of problems and understand their needs.
• Analyze clients' IT issues and apply diagnostic processes to resolve problems.
• Provide remote and onsite technical support for users and resolve issues.
• Resolve common hardware and software issues (password resets, imaging, device replacement, printer troubleshooting, software installs, mobile issues).
• Set up and configure new employee user accounts.
• Conduct basic troubleshooting of network connectivity issues.
• Log and track incidents and service requests in the ITSM system.
• Escalate more complex issues to level 3 technicians.
• Image workstations and assist with IT asset lifecycle.
• Perform related tasks incidental to the work described herein.
• Update information in the internal ticketing tracking system.

Skills

IT support

Help desk

Remote support

Troubleshooting

Customer service

Communication

Tools

SCCM

RDP

ITSM

Windows OS

Office 365

Job description

• State/Province British Columbia
• Country Canada

Job Description

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.

• Theresource will be required to interpret information provided by clients todetermine the exact nature of problems and to understand their needs andconcerns.
  
• Analyzethe clients IT issues and apply logical diagnostic processes to resolve theproblems
  
• Providingremote and onsite technical support for users and resolving their technicalissues
  
• Resolvecommon hardware and software issues such as but not limited to password reset, laptopimaging, troubleshooting, device replacement, printer troubleshooting,configuration, software installation, and mobile phone issues
  
• Settingup and configuring new employee user accounts
  
• Conductingbasic troubleshooting of network connectivity issues
  
• Loggingand tracking incidents and service requests in the ITSM system
  
• Escalatingmore complex issues to level 3 technicians
  
• Imageworkstations and assist with Life Cycle of IT Assets
  
• Performrelated tasks incidental to the work described herein
  
• Updating information in our internal ticketingtracking system
  

Requirements

• minimum of twelve (12) months of experiencewithin the last 60 months providing IT support services working in a ServiceDesk, Help Desk or Call Centre.
  
• Must have Government of Canada Secret Security clearance
  
• 12 months of experience within the last 60months providing IT support on all of the following products and services:
  
• Microsoft Office Suites (on premise or cloudacceptable), must include Outlook, Word, PowerPoint and Excel
  
• Remote Access services
  
• Microsoft Windows operating systems
  
• 12 months of experience within the last 60months providing direct IT support to end-users by conducting all of thefollowing activities:
  
• Discussing issues/problems and gathering and documentingkey and pertinent information associated to client requests.
  
• Providing clients with appropriate and effectiveinformation/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 onclient requests.
  
• experience within the last 60 months workingwith Microsoft SCCM Console or RDP (remote desktop control) to connect remotelyto client workstations to expedite the resolution of client issues. experiencewithin the last 60 months providing IT support for Microsoft Windows 10 orlater operating systems
  
• experience within the last 60 months providingIT support for mobile devices operating within a Canadian Federal Department asdefined by the Financial Administrative Act Schedule I through VII FinancialAdministration Act (justice.gc.ca) The mobile device must be operating in awireless configuration and must be an approved departmental device (not apersonal use device). Tablet (IOS, Windows and/or Android based OS) Cellphone (IOS and/or Android based OS)