Secret Cleared Help Desk Specialist to provide on-site troubleshooting of network and software [...]

S I Systems; Ottawa; On-site; CAD 55,000 - 75,000; Full time

Job summary

An established industry player is looking for Secret Cleared Help Desk Specialists to join their dedicated team. This role involves providing on-site troubleshooting for network and software issues, ensuring seamless support through a 24/7 incident management ticketing system. You will be responsible for reviewing network alerts, coordinating responses to incidents, and supporting both domestic and deployed operations. If you thrive in a dynamic environment and have a passion for IT support, this opportunity is perfect for you. Join a team that values your expertise and offers a structured shift schedule in a collaborative setting.

Qualifications

• 1+ years experience as a Help Desk Specialist.
• Proficient in Incident Management Ticketing Systems.
• Familiar with Network Monitoring Tools.

Responsibilities

• Review network monitoring alerts and respond accordingly.
• Coordinate national situational awareness events.
• Respond to events via phone calls and emails.

Skills

Help Desk Specialist

Incident Management Ticketing Systems

Network Monitoring Tools

Shift Work

Tools

Assyst

Intermapper

Whatsapp Gold

Job description

Secret Cleared Help Desk Specialist

Our Valued Public Sector Client is seeking several Secret Cleared Help Desk Specialists to provide on-site troubleshooting of network and software issues in response to a 24/7 incident management ticketing system.

Background:

The Defence Service Operations Centre is responsible for coordinating in-service support for Information Systems across the Department of National Defence (DND) and the Canadian Armed Forces (CAF) operations. The National Service Desk provides 24/7 support for help desk and system monitoring functions.

Must haves:

• Help Desk Specialist (1+ years experience)
• Experience with Incident Management Ticketing Systems (1+ years)
• Experience with Network Monitoring Tools (1+ years)
• Ability to work in Shift Work (12-hour shifts, day to night rotations)

Responsibilities:

• Review network monitoring alerts at a national level and respond accordingly.
• Coordinate national situational awareness events, including sending out informational notices.
• Respond to events and coordinate responses from service providers in support of the Incident Management Process.
• Respond directly to events via phone calls, emails, alerts, and notifications from users or stakeholders, supporting both domestic and deployed operations.
• Route incidents to internal providers for national telecommunications systems and to external providers such as SSC as appropriate.
• Support the National Capital Region (NCR) Service Desk by responding to and coordinating classified IT-related events from NCR users or applications.

Nice to Haves:

• Experience with Assyst
• Experience with Intermapper or Whatsapp Gold

The National Service Desk operates on 12-hour shifts, alternating every 2 weeks between day shifts (6am-6pm) and night shifts (6pm-6am). All work is onsite at Major General Pearkes Building, 101 Colonel By Drive, Ottawa, Ontario. During each two-week cycle, the schedule includes 5 shifts per week (totaling 60 hours) followed by 2 shifts (totaling 24 hours), totaling 84 hours every two weeks.