Help Desk with Eligibility for Reliability Clearance

Our leading professional services client is looking for an enthusiastic individual to join the team of Technology Support Professionals. We are looking for the best - someone who is bright, innovative, and will develop excellent relationships with internal customers and technology peers. The role focuses on partnering with our internal customers to provide technology support and consultation services related to hardware, application usage and process automation.

Qualifications and Skills

• Must have 2+ years of formal education in Computer Science (or equivalent) and
• Be eligible to obtain Government of Canada Reliability clearance, which includes fingerprinting as well as
• 7+ years technical experience supporting hardware and stand-alone and networked applications in a large environment, including Windows, Mac, iOS and Android operating systems
• Strong knowledge of managing Windows Server, Linux, VMWare, Azure and network monitoring tools
• Laptop and Printer troubleshooting and repair
• Office productivity tools (document, spreadsheet and presentation software)
• Strong analytical, problem-solving, time-management and interpersonal skills
• A strong focus and demonstrated commitment for providing excellent customer service
• An outstanding approach to teamwork, collaboration and communication
• Experience with procedures for incident, request and asset management as outlined by the organization and ITIL methodology to achieve desired SLA and KPI results
• Experience using data analytic and automation applications
• Knowledge of audio-video and video conference equipment

Roles and Responsibilities

• Use judgement and problem-solving skills to resolve technology issues effectively and efficiently to the satisfaction of the customer
• Identify production issues, respond to support calls from business units, and managing production incidents from inception to resolution.
• Monitor issues and escalate as required.
• Effectively manage multiple support calls, customer requests, and operational projects, meeting specific response and resolution times and project deadlines, while maintaining quality service to our customers
• Display a high level of integrity concerning privacy and security
• Quickly grasp new technologies and share knowledge openly including contributing to knowledge repositories
• Contribute to and participate in the delivery of customer education programs, communicating technical information appropriate to audiences at varying computer skill levels
• Liaise with local stakeholders and understand and improve their technology experience
• Raise your hand to take ownership of issues and additional tasks
• Assist customers with the use of data analytics and automation tool
• Oversees, plans and executes infrastructure services in support of the technology estate
• Ensure the security of the environment through vulnerability remediation
• Decommission/retire infrastructure and application assets that are no longer required as a result of the changes
• Provide oversight of vendors and suppliers contracted to support the environment

You must be highly motivated and willing to use initiative and discretion in our fast paced and demanding environment. You display a high degree of flexibility in adapting to changing demands, and possess excellent technical, analytical, organizational and interpersonal skills. You may occasionally travel between offices to resolve issues or support major projects or deployments, and remotely support other offices in Canada. This role requires participation in the local office pager support program and occasional after-hours maintenance, troubleshooting and testing. This role requires specialized skills that are acquired through a combination of formal training and on the job experience. The ideal candidate has practical experience working in a complex network environment, preferably in a professional services firm.

If this role aligns with your expertise and interest, we invite you to apply today!

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.