IT Help Desk - Level 1 Agent 6 - month Contract - Perm

Ottawa (ON) Both (on-site & remote)
Opportunity Number: 2068334
Broader Public SectorHelp Desk and Service Desk Support
LanguageSecurity Clearance
English verbal and writtenCriminal Check at time of placement
Start PeriodDate Posted
One to two weeksTuesday, January 11, 2022
Job Description

We partner with various federal departments and agencies to implement capacity building programs to provide an opportunity for Canadian municipalities to share know-how and resources domestically. The Service Desk Agent is responsible for providing 1st level helpdesk and deskside support to all internal IT users. The Service Desk Agent is responsible for the follow-up and resolution of Tier-1 (first level) helpdesk/deskside issues, questions, or problems; and for the escalation of these to Tier-2 support when required.

Roles and Responsibilities

  • Maintain the IT Service Desk by providing first line IT support for all internal staff, including probing to clarify issues, troubleshooting, resolving issues, testing fixes, documenting, and escalating more complex matters to higher levels
  • Prioritize, triage, assign and resolve all 1st level incidents, issues, and problems; and document these in the request tracking system
  • Ensure that all tickets and work orders are completed in accordance with IT’s Service Level Agreements (SLAs) and quality service objectives
  • Ensure proper and timely follow-up of tickets and work orders with clients
  • Enter detailed request resolution information for all assigned requests

Qualifications and Experience
  • Minimum of 2-3 years in an IT customer front line service environment
  • Strong knowledge of Microsoft Windows 10 in an Active Directory environment
  • Strong knowledge in Internet, Network Connectivity, Wi-Fi, and related technologies
  • Knowledge in the operation and support of Microsoft Office 2016 and Office Pro Plus 365
  • Strong ability to diagnose, support and troubleshoot software and hardware problems of user facing technology (laptop, tablets, and mobile devices).
Must have:

  • Ability to provide support in both official languages (English and French).
Nice to have:

  • Knowledge of Microsoft Office 365 products and services including SharePoint Online and Microsoft Teams.
  • SharePoint content management experience.
  • A+ Certification
  • Familiar with Service-Now and SmartDeploy software

Education and Certifications

Minimum education required: University Degree or College Diploma

We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.
Merci de l’intérêt que vous manifestez pour ce poste. La description du poste nous a été fournie en anglais par notre client. Si vous souhaitez passer l’entrevue avec nous en français ou fournir votre CV en français, nous vous confierons à une personne de notre équipe qui parle français.

Opportunity Number: 2068334

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