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.

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Job Description:<\/b>

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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.<\/span><\/span>

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Analyze the clients IT issues and apply logical diagnostic processes to resolve the problems<\/span><\/span>

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Providing remote and onsite technical support for users and resolving their technical issues<\/span><\/span>

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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<\/span><\/span>

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Setting up and configuring new employee user accounts<\/span><\/span>

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Conducting basic troubleshooting of network connectivity issues<\/span><\/span>

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Logging and tracking incidents and service requests in the ITSM system<\/span><\/span>

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Escalating more complex issues to level 3 technicians<\/span><\/span>

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Image workstations and assist with Life Cycle of IT Assets<\/span><\/span>

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Perform related tasks incidental to the work described herein<\/span><\/span>

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Updating information in our internal ticketing tracking system<\/span><\/span><\/span>

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Requirements<\/b><\/span>

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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.<\/span>

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Must have Government of Canada Secret Security clearance<\/span>

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12 months of experience within the last 60 months providing IT support on all of the following products and services:

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Microsoft Office Suites (on premise or cloud acceptable), must include Outlook, Word, PowerPoint and Excel

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Remote Access services

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Microsoft Windows operating systems

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12 months of experience within the last 60 months providing direct IT support to end\-users by conducting all of the following activities:

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Discussing issues\/problems and gathering and documenting key and pertinent information associated to client requests.

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Providing clients with appropriate and effective information\/feedback associated to their requests.

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Communicating with clients via email, phone, client walk\-in and desk\-side (on\-floor).

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experience within the last twenty\-four (24) months working with an ITSM ticketing system to record, track and report on client requests.

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