Deskside Support / Field Services in Ottawa

DXC Technology Inc.; Ottawa; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading IT services provider is seeking a Helpdesk team member in Ottawa. The role requires providing telephone and email support for applications and ensuring 2nd-level support is monitored. Candidates must be Canadian citizens with 10 years verifiable history on Canadian soil. Ideal applicants have 3-5 years of experience in customer-facing roles and possess strong problem-solving and communication skills. This position is full-time and primarily on-site, with a focus on supporting clients effectively.

Benefits

Flexible work model

Team-oriented environment

Commitment to diversity and inclusion

Qualifications

• Typically requires 3-5 years general experience or equivalent education.
• Must have Top Secret Clearance and be a Canadian citizen.
• Experience in customer-facing roles is preferred.

Responsibilities

• Providing support via telephone and email for applications.
• Ensuring 2nd-level support is monitored during operations.
• Documenting requests using a ticketing system.

Skills

Problem solving skills

Written and verbal communication

Customer service experience

Bilingualism (French/English)

Education

Equivalent combination of experience and college level education

Tools

Microsoft Windows

Word processing, spreadsheet, presentation software

Database products

Job description

Job Description

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC Modern Workplace services enables customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.

About The Role

DXC Technology is seeking a highly motivated team member willing to go through a Top Secret Clearance with the Canadian government, hence the applicant must be a Canadian Citizen with 10 years verifiable history on Canadian soil.

to provide Helpdesk services at a client site in Ottawa, Ontario, Canada. The successful candidate MUST reside in the Ottawa area as work is exclusively onsite.

DXC Technology produces better business outcomes for our clients through our comprehensive Infrastructure Technology Outsourcing Services. Our service excellence, with consistent globally delivered standardized services guarantees clients peace of mind, while our ability to drive innovation ensures clients a compelling strategy for the future.

What You'll Do:

• Providing telephone and email support for all applications, proprietary programs and computer equipment used by the firm
• Ensuring the 2nd-level support is monitored at all times during hours of operation.
• Responding to requests in a courteous, professional, and appropriate manner
• Documenting requests using a ticketing system.
• Assessing and resolving all support requests based on urgency, type of issue and available resources.
• Applying problem-solving techniques to resolve Help Desk issues prior to escalating.
• Troubleshooting and diagnosing software and hardware problems and arranging for repairs as appropriate.
• Other duties as assigned

Who You Are:

• Typically requires 3-5 years general experience, or equivalent combination of experience and college level education
• This role requires Top Secret Clearance with the Canadian government, hence the applicant must be a Canadian Citizen with 10 years verifiable history on Canadian soil
• Experience in customer facing role either remote or face to face
• Superior skills in both written and verbal communication
• Problem solving skills
• Possess a positive attitude and the drive to take care of clients' needs in a professional and courteous manner
• Ability to work independently, as well as in a team environment
• Produce and maintain a high quality and quantity of productivity which can sometimes be under tight timelines
• Competence to prioritize and to redefine priorities when necessary
• Knowledgeable in case management processes.
• Experience handling stressful situations
• Experience with word processing, spreadsheet, presentation, email and database products would be an asset.
• Knowledge of Microsoft Windows, Printers, and PDA's, etc.
• Documents management system and networking an asset
• Ability to lift/move up to 25lbs.
• Ability to potentially stand and or walk for long periods.
• Bilingualism (French/English) is an asset

Work Environment

Work assigned eight-hour shifts, Monday to Friday, full time (May have overtime)

This position is at client site in Ottawa

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e‑mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.