Help Desk Analyst Level 2

Symbiotic Group; Ottawa; Hybrid; CAD 52,000 - 76,000; Full time

Job summary

Symbiotic Group is seeking an L2 Help Desk Analyst to provide onsite IT support to clients in the Ottawa/NCR area. You will interpret user issues, diagnose problems, and deliver remote and on-site support to ensure timely resolutions.

The role requires a Government of Canada secret security clearance and at least 12 months of IT support experience with Windows, Office, and ITSM ticketing. You will handle user accounts, imaging tasks, and asset lifecycle in a fast-paced environment.

Qualifications

• Minimum 12 months IT support experience in a service desk, help desk or call centre within the last 60 months.
• Must have Government of Canada Secret Security clearance
• 12 months of IT support in Microsoft Office Suites (Outlook, Word, PowerPoint, Excel)
• Experience with Remote Access services
• Experience with Microsoft Windows operating systems
• 12 months of direct IT end-user support activities (gathering info, providing feedback, communicating across channels)
• Experience with ITSM ticketing systems to log, track and report client requests
• Experience with Microsoft SCCM or remote desktop (RDP) to connect to client workstations
• Experience supporting mobile devices for a Canadian Federal Department (IOS/Android/tablet)

Responsibilities

• Interpret information from clients to determine problems and needs.
• Analyze IT issues and apply diagnostic steps to resolve them.
• Provide remote and onsite IT support for users.
• Resolve common hardware and software issues (password resets, imaging, printer troubles, installations).
• Set up and configure new employee user accounts.
• Troubleshoot network connectivity and log incidents in the ITSM system.
• Escalate more complex issues to Level 3 technicians.
• Assist with image workstations and life cycle of IT assets.
• Update information in internal ticketing/tracking systems.

Skills

IT support

Communication

Troubleshooting

Customer service

Team collaboration

Tools

ITSM ticketing system

SCCM

RDP

Microsoft Office Suite

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.

Job Description:

• The resource will be required to interpret information provided by clients to determine the exact nature of problems and to understand their needs and concerns.
  
• Analyze the clients IT issues and apply logical diagnostic processes to resolve the problems
  
• Providing remote and onsite technical support for users and resolving their technical issues
  
• Resolve common hardware and software issues such as but not limited to password reset, laptop imaging, troubleshooting, device replacement, printer troubleshooting, configuration, software installation, and mobile phone issues
  
• Setting up and configuring new employee user accounts
  
• Conducting basic troubleshooting of network connectivity issues
  
• Logging and tracking incidents and service requests in the ITSM system
  
• Escalating more complex issues to level 3 technicians
  
• Image workstations and assist with Life Cycle of IT Assets
  
• Perform related tasks incidental to the work described herein
  
• Updating information in our internal ticketing tracking system
  

Requirements

• minimum of twelve (12) months of experience within the last 60 months providing IT support services working in a Service Desk, Help Desk or Call Centre.
  
• Must have Government of Canada Secret Security clearance
  
• 12 months of experience within the last 60 months providing IT support on all of the following products and services:
  
• Microsoft Office Suites (on premise or cloud acceptable), must include Outlook, Word, PowerPoint and Excel
  
• Remote Access services
  
• Microsoft Windows operating systems
  
• 12 months of experience within the last 60 months providing direct IT support to end-users by conducting all of the following activities:
  
• Discussing issues/problems and gathering and documenting key and pertinent information associated to client requests.
  
• Providing clients with appropriate and effective information/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 on client requests.
  
• experience within the last 60 months working with Microsoft SCCM Console or RDP (remote desktop control) to connect remotely to client workstations to expedite the resolution of client issues. experience within the last 60 months providing IT support for Microsoft Windows 10 or later operating systems
  
• experience within the last 60 months providing IT support for mobile devices operating within a Canadian Federal Department as defined by the Financial Administrative Act Schedule I through VII Financial Administration Act (justice.gc.ca) The mobile device must be operating in a wireless configuration and must be an approved departmental device (not a personal use device). Tablet (IOS, Windows and/or Android based OS) Cell phone (IOS and/or Android based OS)