Help Desk Analyst Level 2

On behalf of our client within the Federal Government we are recruiting for a L2 Help Desk Analyst to provide onsite IT support to clients in the Ottawa/NCR area.

Job Description:

• The resource will be required to interpret information provided by clients to determine the exact nature of problems and to understand their needs and concerns.
  
• Analyze the clients IT issues and apply logical diagnostic processes to resolve the problems
  
• Providing remote and onsite technical support for users and resolving their technical issues
  
• Resolve common hardware and software issues such as but not limited to password reset, laptop imaging, troubleshooting, device replacement, printer troubleshooting, configuration, software installation, and mobile phone issues
  
• Setting up and configuring new employee user accounts
  
• Conducting basic troubleshooting of network connectivity issues
  
• Logging and tracking incidents and service requests in the ITSM system
  
• Escalating more complex issues to level 3 technicians
  
• Image workstations and assist with Life Cycle of IT Assets
  
• Perform related tasks incidental to the work described herein
  
• Updating information in our internal ticketing tracking system
  

Requirements

• minimum of twelve (12) months of experience within the last 60 months providing IT support services working in a Service Desk, Help Desk or Call Centre.
  
• Must have Government of Canada Secret Security clearance
  
• 12 months of experience within the last 60 months providing IT support on all of the following products and services:
  
• • Microsoft Office Suites (on premise or cloud acceptable), must include Outlook, Word, PowerPoint and Excel
    
  • Remote Access services
    
  • Microsoft Windows operating systems
    
• 12 months of experience within the last 60 months providing direct IT support to end-users by conducting all of the following activities:
  
• • Discussing issues/problems and gathering and documenting key and pertinent information associated to client requests.
    
  • Providing clients with appropriate and effective information/feedback associated to their requests.
    
  • Communicating with clients via email, phone, client walk-in and desk-side (on-floor).
    
• experience within the last twenty-four (24) months working with an ITSM ticketing system to record, track and report on client requests.
  
• experience within the last 60 months working with Microsoft SCCM Console or RDP (remote desktop control) to connect remotely to client workstations to expedite the resolution of client issues. experience within the last 60 months providing IT support for Microsoft Windows 10 or later operating systems
  
• experience within the last 60 months providing IT support for mobile devices operating within a Canadian Federal Department as defined by the Financial Administrative Act Schedule I through VII Financial Administration Act (justice.gc.ca) The mobile device must be operating in a wireless configuration and must be an approved departmental device (not a personal use device). • Tablet (IOS, Windows and/or Android based OS) • Cell phone (IOS and/or Android based OS)