Technical Services Help Desk Agent

Automotive and Surface Transportation; Ottawa; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading research organization in Ottawa is seeking a Technical Services Help Desk Agent to provide technical assistance to clients. The role involves troubleshooting and identifying solutions for technical issues. Applicants should have a college diploma in computer science and experience with Microsoft products and service management tools. This position offers a rotating shift schedule and a supportive work environment with competitive benefits.

Benefits

Robust pension plan

Comprehensive health and dental coverage

Bilingualism Bonus of $800 per year

Qualifications

• A minimum of a college diploma in computer science or a related field is required.
• Experience working in a structured centralized call centre.
• Experience with troubleshooting software, networks, and applications.

Responsibilities

• Provide technical assistance to clients in support of the NRC.
• Identify systematic problems related to corporate business systems.
• Document, troubleshoot, and implement solutions for technical issues.

Skills

Experience in ticket inventory management

Experience with Microsoft products

Strong ability to write concisely

Knowledge of call centre processes

Technology support - Results orientation

Education

College diploma in computer science

Tools

Axios Assyst

Job description

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Priority may be given to the following designated employment equity groups: women, Indigenous peoples* (First Nations, Inuit and Métis), persons with disabilities and racialized persons*.

* The Employment Equity Act, which is under review, uses the terminology Aboriginal peoples and visible minorities.

Candidates are asked to self-declare when applying to this hiring process.

OrganizationalUnit:Client Service Centre

Classification:CS-1

Duration: 1 year

Work Arrangements:While the official location of work for this position will be an NRC facility within Canada, the option of an offsite or a hybrid work arrangement (a combination of working onsite and offsite) may be possible.

At NRC, we recognize that Indigenous candidates may have important connections to their communities and you may be eligible for an exception to this work arrangement. Alternative work arrangements may also be considered to accommodate candidates as required. To learn more about these options, please contact the hiring team using the contact information below.

Consequently, the Help Desk Agents need to be available to work a rotating shift schedule (7:30am – 7:30pm ET) to ensure that we have full coverage.

Discover the possible

Anything is possible at the National Research Council (NRC),recently named one of Canada’s 2025 Top Employers for Young People, a 2025 Top Employer in the National Capital Region and Forbes Canada’s Best Employers!

As Canada’s leading research and technology organization, our world-renowned research pushes the boundaries of science and engineering to make the impossible, possible. Every day we explore new ideas through innovative research and help companies discover possibilities that impact Canada’s future and the world.

At the NRC, you’ll also discover new possibilities. Our supportive workplace fosters a culture of creativity, welcoming fresh perspectives and innovation at all levels. We value teamwork. You’ll collaborate across multiple fields and with the brightest minds to find creative solutions. Most importantly, you’ll discover what’s possible within you as you grow, make valuable contributions and progress in your professional journey. From ground-breaking discoveries to a life-changing career, discover your possible at the NRC.

The Role

We are looking for a Technical Services Help Desk Agentto support our Client Service Centre. The Technical Services Help Desk Agentwould be someone who shares our core values of Integrity, Excellence, Respect and Creativity.

Reporting to the Manager, Client Services within the Client Service Centre, the Technical Services Help Desk Agent is responsible for providing technical assistance to clients in support of the NRC. The Technical Services Help Desk Agent is also responsible for identifying systematic problems related to the corporate business systems by providing supportive services such as troubleshooting, documenting, and identifying root causes of problems and implementing solutions.

Screening Criteria

Applicants must demonstrate within the content of their application that they meet the following screening criteria in order to be given further consideration as candidates:

Education

A college diploma in computer science or other related field.

A combination of education and relevant experiencemay also be considered.

• Experience working with Microsoft products such as Windows 11 and Office suites.
• Experience using a service management tool such as Axios Assyst.
• Experience in ticket inventory management, such as identifying, documenting, and updating clients on the resolution of technical issues.
• Experience working in a structured centralized call centre.
• Experience in the configuration and troubleshooting of software, networks, printers, desktops, laptops, systems and applications.

Condition of Employment

Reliability Status

For a Reliability Status, verification of background information over a period of 5 years is required.

Candidates will be assessed on the basis of the following criteria:

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

Competency Profile(s)

For this position, the NRC will evaluate candidates using the following competency profile(s): Technology Support

In addition, the incumbent who meets the language requirements will receive the Bilingualism Bonus of $800per year.

NRC employees enjoy a wide-range of competitive benefits including a robust pension plan, comprehensive health and dental coverage, disability and life insurance, office closure at the end of December, and additional supports to enhance your well-being throughout your career and beyond.

Notes

• In 2025, the NRC has been chosen as one of Canada’s Top Employers for Young People, the National Capital Region’s Top Employers and Forbes Canada’s Best Employers.
• Relocation assistance will be determined in accordance with the NRC's directives.
• This position is being advertised internally and externally simultaneously, however first consideration will be given to internal NRC applicants.
• A pre-qualified listmay be established for similar positions for a one year period.
• Preference will be given to Canadian Citizens and Permanent Residents of Canada. Please include citizenship information in your application.
• The incumbent must adhere to safe workplace practices at all times.
• We thank all those who apply, however only those selected for further consideration will be contacted.

Please direct your questions, with the requisition number (24243) to:

Closing Date: 20 August 2025 - 23:59 Eastern Time