Our valued public sector client is looking for a Intermediate (5+ years) Bilingual Help Desk Specialist to provide troubleshooting and incident resolution in support of computer operations.
Flexible Hybrid - 2x / week in the National Capital Region.
Tasks include :
- Troubleshooting and incident solving support for workstations, laptops, docking stations, including but not limited to login, passwords, software install, Internet access, application installation, printer set up, multi-function device setup, anti-virus software / virus disinfection
- Communicating electronically (and in-person) with desktop users experiencing technical difficulties by troubleshooting and documenting problems
- Reproducing, diagnosing, and analyzing problems reported by end-users, in turn formulating solutions to resolve the issue at hand
- Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation
- Organizing and maintaining a problems and solutions log for use by other Desktop Support personnel
- Setting up and deploying IT equipment for new employees
- Training users in software and operating systems
- Addressing and resolving incoming tickets from users regarding hardware, software, and network issues
- Assessing recurring issues to create automated processes where possible
- Apply experience with Shipping and receiving of IT equipment to end-users
- Support for Smart Phones (e.g. Android) for MFA (Multi-factor Authentication)
- End User Device re-imaging, installation, upgrade, relocation and removals
- Support hardware moves and relocation projects as required
Must have :
- 5 years experience in an operations support capacity
- Enhanced Reliability Clearance or higher
- Bilingual
Nice to have :
- Federal Government Experience
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