Technical Services Help Desk Agent

Prime Minister of Canada; Ottawa; On-site; CAD 67,000 - 87,000; Full time

Job summary

A government research organization in Ottawa is seeking a Technical Services Help Desk Agent. This role provides technical assistance and troubleshooting for clients. Candidates must have a college diploma in computer science and experience with Microsoft products. The position offers a salary between $67,680 to $86,543 per annum, plus benefits including a bilingualism bonus and health coverage.

Benefits

Bilingualism Bonus

Pension Plan

Health and dental coverage

Qualifications

• A college diploma in computer science or a related field.
• Experience with Microsoft products (e.g., Windows 11 and Office).
• Experience in a structured centralized call centre.

Responsibilities

• Provide technical assistance to clients and identify issues.
• Troubleshoot and document problems, implementing solutions.
• Work on a rotating shift schedule to support clients.

Skills

Microsoft products

Service management tools

Troubleshooting software and hardware

Active Directory

Customer service

Education

College diploma in computer science

Tools

Axios Assyst

Job description

Overview

The National Research Council (NRC) is seeking a Technical Services Help Desk Agent to support the Client Service Centre. The position aligns with NRC values of Integrity, Excellence, Respect and Creativity, and supports clients by providing technical assistance and problem solving. The role requires availability to work a rotating shift schedule (7:30 am – 7:30 pm ET) to ensure full coverage.

Location and terms: Ottawa, Ontario. Organization: Client Service Centre. Classification: CS-1. Tenure: Term. Duration: 1 year. Language Requirements: Bilingual (CBC / CBC). Work Arrangements: Official location is an NRC facility within Canada; offsite or hybrid arrangements may be possible in some cases, with accommodations considered as required. This role may include exceptions to the work arrangement for Indigenous candidates and related accommodations. Contact the hiring team for details.

Role and Responsibilities

Reporting to the Manager, Client Services, the Technical Services Help Desk Agent provides technical assistance to clients and identifies systemic issues related to corporate business systems. Responsibilities include troubleshooting, documenting, identifying root causes, and implementing solutions to problems.

Screening Criteria

Applicants must demonstrate they meet the following criteria in their application:

• Education: A college diploma in computer science or a related field. A combination of education and relevant experience may be considered. For information on certificates and diplomas issued abroad, see Degree Equivalency.
• Experience: Experience with Microsoft products (e.g., Windows 11 and Office suites); experience using a service management tool (e.g., Axios Assyst); experience in ticket inventory management (documenting and updating clients on issue resolutions); experience in a structured centralized call centre; experience in configuration and troubleshooting of software, networks, printers, desktops, laptops, systems, and applications.

Reliability Status: A Reliability Status background verification over the past five years is required.

Language Requirements: Bilingual (CBC / CBC).

Assessment and Competencies

Technical Competencies

• Strong ability to write concisely.
• Knowledge of call centre processes and escalation procedures.
• Knowledge of troubleshooting techniques for software, networks, printers, desktops, laptops, systems, and applications.
• Knowledge of a service management tool such as Axios Assyst.
• Ability to actively listen, speak, and accurately capture relevant information for problem-solving.

Behavioural Competencies

• Technology support - Conceptual and analytical ability (Level 1)
• Technology support - Initiative (Level 1)
• Technology support - Results orientation (Level 1)
• Technology support - Self-knowing and self-development (Level 1)
• Technology support - Teamwork (Level 1)

Competency Profile(s): Technology Support.
View all competency profiles

Compensation and Benefits

From $67,680 to $86,543 per annum. The incumbent who meets language requirements will receive a Bilingualism Bonus of $800 per year. NRC offers competitive benefits including pension, health and dental coverage, disability and life insurance, and other well-being supports.

Notes

• In 2025 NRC was named one of Canadas Top Employers for Young People, the National Capital Region’s Top Employers, and Forbes Canadas Best Employers.
• Relocation assistance will be determined per NRC directives.
• This position is being advertised internally and externally; first consideration will be given to internal NRC applicants. A pre-qualified list may be established for similar positions for one year.
• Preference will be given to Canadian Citizens and Permanent Residents. Please include citizenship information in your application.
• Incumbent must adhere to safe workplace practices at all times.
• We thank all applicants; only those selected for further consideration will be contacted.

Important Dates: Closing Date: 20 August 2025 – 23:59 Eastern Time.

For more information, please direct questions with the requisition number (24243).

Required Experience: Unclear Seniority

Key Skills: user account, Active Directory, Customer Service, Information Technology, desk support, End user, Project Management, Phone Calls, service levels agreement, Desk Staff, Ltil, Procedures, Setup, hardware, Technical Support

Employment Type: Temp

Vacancy: 1

Yearly Salary: 67680 - 86543