Help Desk Support

Help Desk Support
Type of Assignment: Contract, full time
Length of Assignment: 6 months with 2 options of 1 year

Job Description:
- Represent the organization as first line support and responsible for ensuring client satisfaction;
- Provide First level information technology support via telephone and email to users;
- Provide support for office automation software, Lan/Wan support, Vista O/S;
- Provide technical advice and system support to users to optimize their use and integration of computer network services;
- Diagnose, analyse and recommend solutions for a wide range of hardware/software problems;
- Create problem tickets, enter the history of the problem, and subsequent resolution if resolved at the Help Desk, on the problem reporting system for all calls and emails received;
- Resolve problems and follow established procedures by assigning and tracking problem tickets to 2nd, 3rd, and 4th level support for resolution;
- Communicate effectively both orally and in writing while discussing issues with users in technical or non-technical terms, as appropriate;
- Communicate effectively in both official languages with the emphasis on French;
- Create and revise documentation including user guides, outlook email templates, procedures, and Intranet helpdesk portal;

Mandatory Qualifications: - Minimum of 1 year within the last 4 years demonstrated experience in providing desktop support in a Windows Vista environment
- Experience with Personal Computers (PC) and peripheral hardware and software troubleshooting or repair.
- Experience with problem management and end user support through troubleshooting and providing solutions.
- Experience working with the Action Remedy System.
- Experience providing first line helpdesk support within the Government of Canada
- Must be bilingual
- Must hold current enhanced security clearance