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Akkodis

Senior Help Desk Specialist

Ottawa, ON, Canada

Contract

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Job details

Job type: Contract
Apply by: Nov 27, 2026
Experience: Minimum 10 years of experience providing technical support within large-scale, classified IM/IT environments of over 15,000 users.
Posting language: English
Posted: Oct 28, 2026

Original job description

Senior Help Desk Specialist - Secret Clearance Required

Location: Ottawa, ON - Onsite

Employment Type: Contract

Akkodis is seeking a Senior Help Desk Specialist to support a large-scale enterprise Microsoft and SharePoint environment within the Department of National Defence. This role supports mission-critical collaboration and desktop services across secure enterprise environments. The successful candidate will provide advanced technical support and operational expertise within a secure and classified enterprise IT environment serving more than 15,000 users. Working as part of an enterprise support team, the resource will help ensure the stability, performance, and continuous improvement of Microsoft 365, SharePoint, Windows, and identity management services that support critical business operations across the organization.

Key Responsibilities

Support and maintain a secure and classified Microsoft 365, SharePoint, and Windows environment serving 15,000+ users.
Deliver timely resolution of complex incidents, service requests, and escalations affecting enterprise collaboration and productivity services.
Ensure the availability, reliability, and performance of critical collaboration, desktop, and identity management platforms.
Produce and maintain technical documentation, operational procedures, support guides, and knowledge base articles.
Monitor service health, analyze incident trends, and provide operational reporting and recommendations for service improvements.
Perform root cause analysis and implement sustainable solutions for recurring technical issues.
Support user provisioning, identity management, access administration, and endpoint management activities.
Collaborate with technical teams and stakeholders to enhance service delivery and improve the end-user experience.
Contribute to continuous improvement initiatives, service modernization efforts, and operational efficiency enhancements.
Ensure services are delivered in accordance with security, operational, and service management requirements within a highly secure environment.

Mandatory Requirements

Active Secret Clearance.
Minimum 10 years of experience providing technical support within large-scale, classified IM/IT environments of over 15,000 users.
Extensive experience supporting Microsoft Windows desktop environments.
Experience working with Active Directory and/or Azure Active Directory.
Experience supporting enterprise endpoint management platforms such as Microsoft Endpoint Configuration Manager (ConfigMgr/SCCM) or Microsoft Intune.
Experience supporting Microsoft 365 technologies and services.

Nice-to-Have Qualifications

Experience supporting SharePoint environments.
Experience within the Department of National Defence, Government of Canada, or other highly secure environments.
Experience supporting large distributed user communities across multiple locations.
Knowledge of enterprise monitoring, reporting, and service health management.
Experience mentoring support teams or providing technical knowledge transfer.

Deliverables and Outcomes

Delivery of high-quality support services and resolution of complex user issues.
Production of service ticket records and support documentation for enterprise collaboration environments.
Creation of incident management and service health reporting to support operational decision-making.
Maintenance and enhancement of technical procedures, knowledge bases, and user support materials.
Ongoing progress reporting and status updates for assigned service activities.
Contributions to service improvements, operational stability, and enhanced user experience across enterprise platforms.

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More about this job

Responsibilities

Provide advanced support for secure Microsoft 365, SharePoint, Windows, identity, and endpoint services used by more than 15,000 users. Resolve complex incidents, maintain documentation and service reporting, analyze recurring issues, and contribute to operational stability and service improvements.

Requirements

Requires active Secret clearance and at least 10 years of technical support experience in a large-scale classified IM/IT environment serving more than 15,000 users. Candidates must have experience with Windows desktops, Active Directory or Azure Active Directory, enterprise endpoint management such as ConfigMgr/SCCM or Intune, and Microsoft 365.

Skills

Microsoft 365 Support
SharePoint Support
Windows Desktop Support
Active Directory
Azure Active Directory
Endpoint Management
Microsoft Intune
Incident Resolution
Root Cause Analysis
Identity Management
Access Administration
Service Health Monitoring
Technical Documentation
Operational Reporting
Knowledge Transfer

Visa sponsorship

Not detected in the job text

Keywords

Secret Clearance
Classified IM/IT
Microsoft 365
SharePoint
Windows
Active Directory
Azure Active Directory
ConfigMgr
SCCM
Microsoft Intune
Endpoint Management
Identity Management
Access Administration
Incident Management
Service Requests
Escalation Management
Root Cause Analysis
Service Health Monitoring
Operational Reporting
Technical Documentation
Knowledge Base
Enterprise Collaboration
Desktop Services
Service Modernization
Department of National Defence
Government of Canada

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