Bilingual Service Desk Frontline Technician​/Technicien; ne bilingue de première ligne

Job : 14242

Job Title: Bilingual Service Desk Frontline Technician

Contract Length: 12 Months with the possibility of extension

Location: On-site in Ottawa, ON

Federal Government Clearance Level

Required:

Secret Clearance (Level II)

Vacancy Type: New Position

Maplesoft Group is currently seeking an on-site Bilingual Service Desk Frontline Technician for our Federal Government client.

Provide first- and second-level IT support in a Federal Government environment. Troubleshoot hardware, software, and connectivity issues via remote and deskside support, ensuring reliable desktop operations, delivering quality bilingual customer service, and supporting incident management and documentation.

• Provide first-level remote support to clients for all desktop hardware and software issues
• Perform hardware installation, including monitors, cabling, peripherals, etc.
• Perform analysis and documentation of business and technical requirements
• Provide second-level investigation and diagnosis for hardware and software issues
• Install, move, or set up, and provide ongoing support and troubleshooting assistance to all clients regarding computers (desktop, laptop and/or peripherals), printers, office telephones and wireless devices such as cellphones
• Provide deskside support for calls that cannot be resolved over the telephone or via remote management
• Install and configure software
• Resolve uncommon client issues (second-level issue resolution); analyze, resolve and document local/remote user technical issues and service requests in a timely manner and in compliance with information technology (IT) service procedures, including complex hardware and software problems associated with desktop, laptop PCs and peripherals
• Provide technical problem-solving guidance and advice to clients
• Provide input in the creation and ongoing maintenance of a knowledge base on technical issues
• Deliver high-quality customer service to clients within service levels
• Provide knowledge transfer and support to Bank employees
• Other related activities and deliverables as required

• University degree or college diploma in a technology-related field
• A minimum of four (4) years of recent demonstrated IT experience
• A minimum of three (3) years of recent demonstrated experience in second-level IT service desk support within an operations setting, including both remote and deskside technical support
• Demonstrated experience analyzing, troubleshooting, resolving, and documenting technical issues and service requests related to desktop and laptop systems, peripherals, and end-user software, in support of incident and problem management processes
• Demonstrated advanced Microsoft knowledge and experience in desktop and Office tool support

• Experience using IT Service Management (ITSM) tools (e.g., Service Now) for incident, request, and asset management
• Experience with IT service procedures, service level management, and knowledge management practices
• Knowledge of network fundamentals to support end-user connectivity issues
• Experience creating and maintaining knowledge base articles, technical documentation, and user guides

Salary Range: $35.00 – $60.00 per hour

Maplesoft is an equal opportunity employer and welcomes applications from all qualified candidates. Accommodations are available upon request throughout the recruitment process.

Le Groupe Maplesoft est actuellement à la recherche d'un(e) technicien(ne) bilingue de première ligne au centre de services pour l'un de ses clients du gouvernement fédéral. Le poste est basé sur site à Ottawa.

Notre client recherche un(e) technicien(ne) bilingue au centre de services pour offrir un soutien informatique de premier et de deuxième niveau dans un environnement du gouvernement fédéral. Le rôle consiste à diagnostiquer et résoudre des problèmes liés au matériel, aux logiciels et à la connectivité, à distance et sur place, tout en assurant le bon fonctionnement des postes de travail et un service à la clientèle bilingue de qualité.

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