Job Description

Job Title: Level 3 Helpdesk Specialist

Location: Onsite Ottawa/Gatineau

Clearance: Secret

Background: Join us in ensuring exceptional IT service delivery and supporting ongoing projects such as Passport Modernization, ABW advancements, and Windows 10/11 upgrades. As part of our dynamic team, you'll provide technical assistance to users globally, contributing to our mission of supporting over 12,000 users.

Scope of Work: As a Level 3 Helpdesk Specialist, you'll diagnose and resolve technical issues, maintain communication with users and technical staff, and contribute to the improvement of IT processes and documentation.

Tasks:

• Conduct initial problem analysis and triage
• Maintain liaison with users and technical staff
• Participate in incident management and service delivery
• Provide 1st and 2nd level IT support via various channels
• Assist in the preparation of procedure manuals and documentation
• Represent the organization as first-line support
• Provide technical advice and system support to optimize user experience
• Create and revise documentation including user guides and procedures

Location of Work: On-site at various locations in Ottawa and Gatineau, with occasional weekend or holiday work required. Flexible working hours within 7:00 to 17:00 EST.

Deliverables:

• Updated reports on problem resolution and incidents
• Progress reports on incidents and service requests
• Other relevant documentation as required

Requirements:

• Post-secondary education in computer science, IT, or information management
• Minimum 5 years of experience in IT support
• Demonstrated experience in incident and problem analysis, and documentation preparation

Rated Criteria:

• Minimum 5 years of experience in incident/problem analysis and triage
• Minimum 5 years of experience in reviewing incidents/problems and making recommendations
• Minimum 5 years of experience in preparing procedure manuals and documentation