Help Desk Specialist

Help Desk Specialist:

Job ID#: DSEFHD001

Job Title : Help Desk Specialist (Level 1)

Mandatory Skills : 2+ Years’ experience (* See ‘Additional Information’)

Start Date: Immediate

Duration : Full Time Position

Location : Ottawa

Security Clearance Required : Secret Clearance (**See ‘Additional Information’)

Language Requirements : English

JOB INFORMATION: (View Online - )

Overview

We are recruiting for our client, the Department of National Defence, for Help Desk Specialists to provide Network and Applications support to the Department.

Overview/Requirement:

· perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems;

· perform initial problem analysis and triage problem to other staff when appropriate;

· Maintain liaison with network users and technical staff to communicate the status of problem resolution to network users; log and track requests for assistance;

· develop, implement, and/or participate in the preparation of procedure manuals and

· documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends;

· develop, implement, and/or participate in the distribution of network related information to users to include information such as help desk procedures and network handbooks;

· participate in the development of a comprehensive training plan for help desk procedures; assist in training personnel providing backup coverage;

· participate in on-site installations of network systems for users;

· perform other related duties incidental to the work described herein

Technical Criteria

· Conducting network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems.

· Recording user-reported information technology issues in an incident tracking system, performing user reported initial problem analysis and preliminary issue triage.

· Maintaining liaison with network users and technical staff to communicate the status of problem resolution to network users; tracking and prioritizing requests for assistance.

· Developing, implementing, and/or participating in the preparation of procedure manuals and documentation for help desk use; conducting periodic user satisfaction surveys and track user problem trends; making recommendations for improvements to the network systems and creation of reports based on information provided from user surveys and trends.

· Developing, implementing, and/or participating in the distribution of network related information to users to include information such as help desk procedures and network handbooks.

· Participating in the development of a comprehensive training plan for help desk procedures; assisting in training personnel providing backup coverage; participating in on-site installations of network systems for users.

Education: 

· Must have: University degree or College Diploma in Computer Science, Engineering, Software Development or similar discipline

Lived Experience:

· Indigenous lived experience is an integral part of this position. The role will have a close relationship with the Indigenous Community in Canada and for Government of Canada positions that are part of the PSIB-Procurement Strategy for Indigenous Business or IPP-Indigenous Participation Plans. Candidates will be required to have Indigenous lived experience from Canada’s Indigenous community to perform the role.

ARE YOU READY TO ‘KICK START’ YOUR CAREER? YOU HAVE WHAT IT TAKES TO START YOUR CAREER JOURNEY AND WE WILL BE ALONGSIDE TO PROVIDE SUPPORT TO HELP YOU REACH YOUR DESTINATION.

Apply at the “I’m Interested” button below OR “Contact Us” here

About Symbiotic Group Inc. – Symbiotic Digital

Symbiotic Group Inc. is an Indigenous-owned consulting company providing Information Technology and Business consulting services to customers across North America.

In addition to providing our clients with industry leading IT services, Symbiotic Digital is creating careers in business and technology for First Nations, Inuit, and Metis people from coast to coast to coast through our Academy ‘Train-to-Hire’ program. An important part of our mission is to create meaningful business and career opportunities for Indigenous people through our work with committed partners in both the public and private sector. 

We work with committed clients and partners delivering industry leading IT services that also advance Indigenous business and capability.

Work With Us - At Symbiotic Digital, we encourage our employees' and consultants’ personal career growth. We take an active role in ensuring that each employee/consultant is provided the dedicated support to help guide them through their professional development, provide training scholarships, and provide the opportunity to pursue software certifications for cutting-edge technologies.

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Additional Information:

·*Year’s Experience: These are ‘Train to Hire’ positions and we are seeking candidates who have graduated from either college or university (any discipline) and who have an interest in business & technology. 

·**Security Clearance: We will assist qualified candidates to obtain their required Government of Canada security clearance. Basic eligibility requires proof of Canadian citizenship (10 years).

·***Symbiotic Academy: Symbiotic Academy is offered in partnership with our training partner Akkodis Canada Inc. We are offering Scholarships and Training in addition to job readiness services to qualified and awarded Indigenous candidates. Learn more here, .