Deskside Support Technician - Level 1

Randstad Canada; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company, Randstad Canada, seeks an IT Service Desk Support professional for a federal government IT team in Ottawa. The role involves resolving technical issues and providing support for staff, with requirements including a valid Reliability Security Clearance and bilingualism. This position promises a collaborative work environment.

Qualifications

• Bilingual (ENG/FRE, FRE/ENG).
• Valid Reliability Security Clearance.
• Recent IT Support experience.

Responsibilities

• Resolve technical issues and manage service requests.
• Provide technical assistance for desktop and mobile devices.
• Ensure incident resolution following ITIL processes.

Skills

Communication

Problem-solving

Technical Assistance

Education

Post-secondary education

Tools

Microsoft 365

ServiceNow

SAP

PeopleSoft

Job description

Are you a tech-savvy problem solver with a passion for helping others? We’re seeking an IT Service Desk Support professional to join a fast-paced and collaborative federal government IT team.

Responsibilities

1. Help resolve technical issues, manage service requests, and ensure optimal use of corporate applications and devices.
2. Act as the first point of contact for internal staff, receiving and tracking incoming service requests to resolution.
3. Provide technical assistance related to desktop hardware, software, peripherals, and mobile devices (iOS/Android).
4. Deliver limited consultation or advisory support for specialized software, including accessibility tools.
5. Escalate unresolved issues to 2nd-tier support when necessary.
6. Assist with mobile device setup, troubleshooting, and general support.
7. Ensure incident resolution following ITIL-aligned incident management processes.

Qualifications

• Valid Reliability Security Clearance
• Bilingual (ENG/FRE, FRE/ENG)
• Recent IT Support experience
• Post-secondary education is an asset
• Strong communication and problem-solving skills
• Ability to work on-site in Ottawa
• Familiarity with tools like Microsoft 365, ServiceNow, SAP, and PeopleSoft is an asset

Note: The original content includes extensive information on diversity and inclusion policies, which has been omitted here for conciseness and focus on the role's core details.