helpdesk specialist - process optimization and documentation.

Do You Have a Knack for Streamlining IT Workflows & Authoring Great Technical Documentation? Are you fluently Bilingual (English & French) with strong technical writing and analytical skills? Do you want to shape helpdesk standard operating procedures (SOPs) and knowledge bases for a major federal department?

We are seeking a Helpdesk Process Optimization & Documentation Specialist to join an enterprise IT service organization in downtown Ottawa. In this unique Level 1 role, you will lead the revision, standardization, and authoring of Help Desk operational procedures, user guides, and troubleshooting workflows to improve team efficiency.

Advantages
Very strong team environment
Well respected employer/organization
Beautiful on-site work building with convenient access to amenities

Responsibilities
- Audit, document, and standardize existing Tier 1/Tier 2 Help Desk processes and operational workflows.
- Author clear procedure manuals, standard operating procedures (SOPs), knowledge base (KB) articles, and end-user self-help guides.
- Collaborate with technical staff to analyze recurring user problem trends and make recommendations for workflow improvements.

- Help structure ticket escalation paths, training materials, and onboarding documentation for support personnel.
- Organize technical content within departmental document repositories (e.g., GCDocs, SharePoint).

Qualifications
- Security Clearance: Must hold an active Government of Canada Secret Clearance.
- Language Skills: Fluent bilingualism in both English and French (oral and written).
- Technical Writing & Documentation: Demonstrated experience drafting procedures, user manuals, KB articles, or workflow guides.
- IT Helpdesk Experience: Familiarity with IT support operations, Windows environments, O365, and ITSM ticketing frameworks.
- Document Management Systems: Practical experience using platforms such as GCDocs (Content Server), SharePoint, or OneDrive.
- Must be able to work on-site 5 days a week in Downtown Ottawa.

Summary
If you meet the above-listed criteria, register for a Randstad account online if you have not yet registered, and please apply directly online. We appreciate all applicants and those interested in this opportunity, however, only those with relevant experience will be considered.

We look forward to hearing from you!

Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to View email address on randstad.com to ensure their ability to fully participate in the interview process.

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