Help Desk Specialist

Responsibilities

• 6.1 Provide technical support to CFIA Apple device users by answering questions, troubleshooting problems, and guiding users through corrective steps. Provide the above technical support for macOS system software, Adobe Creative Cloud (entire suite), Microsoft Office (entire suite), and any other production‑related software when required. Ongoing support for up to 20 CFIA Apple devices. If remote services are not possible, in‑person services at 1400 Merivale Road (Tower 2), Ottawa, ON or pick‑up and drop‑off services to and from various locations within the National Capital Region will be required.
• 6.2 Provide and apply macOS system and production software security patches (or ensure Macs are configured to do so automatically) when they are made available, in a timely manner. Provide and apply macOS system and production software updates, when they are made available and are verified to be compatible with all in‑use production software. Provide assistance in resolving conflicts, if a software update causes compatibility issues. Ongoing support for up to 20 CFIA Apple devices. If remote services are not possible, in‑person services at 1400 Merivale Road (Tower 2), Ottawa, ON or pick‑up and drop‑off services to and from various locations within the National Capital Region will be required.
• 6.3 Proactively provide notifications to CFIA Apple device users on any observed software security issues, software conflicts, or other technical issues, including hardware issues, that hinder the productive usability of the CFIA Apple device. Provide diagnoses and repair hardware issues when required. Provide technical recommendations to the CFIA Technical Authority on replacement hardware when required. Ongoing support for up to 20 CFIA Apple devices. If remote services are not possible, in‑person services at 1400 Merivale Road (Tower 2), Ottawa, ON or pick‑up and drop‑off services to and from various locations within the National Capital Region will be required.

Delivery Times

• 6.1 Responses to help desk requests must be within 4 hours. Responses must be provided during regular business hours (8 a.m. to 5 p.m. ET).
• 6.2 Every 90 days, or within 1 business day of an urgent security patch being made available (except when security patches have been configured and verified to automatically be applied).
• 6.3 Notify CFIA Apple device users within 1 hour of software security conflicts or other technical issues, including hardware issues. Provide service and guidance to user within 4 hours or, if necessary, schedule service within 1 business day, during regular business hours (8 a.m. to 5 p.m. ET). When required, a diagnosis of hardware issues must be provided within 2 business days, and the hardware repair must be coordinated at a time mutually determined with the CFIA Technical Authority. Following the completion of a hardware repair, the repaired device must be returned to the user at a time mutually determined with the CFIA Technical Authority.