Job Description
Job Posting:
Help Desk Specialist – Level 2
Location: National Capital Region (On-site)
Job Type: Full-Time (Government and Contract Positions Available)
Position Summary
We are currently seeking Help Desk Specialist – Level 2 professionals to join our IT support team in the National Capital Region. You will provide hands-on and remote support to users, working closely with both the Desktop Support Services team and the IT Service Desk.
Key Responsibilities
As a Help Desk Specialist – Level 2, you will:
Log and update incident reports in the departmental tracking system
Offer technical guidance to junior IT Service Desk and Desktop Support staff
Set up and configure desktop computers in accordance with departmental standards
Install and configure laptops and tablets for office and remote (telework) use
Troubleshoot hardware, software, and connectivity issues, both onsite and remotely
Assist with the rollout and maintenance of operating systems and software updates
Resolve issues related to hardware components (e.g., RAM, video cards, network cables)
Set up, maintain, and troubleshoot network printers and smartphones
Monitor the IT Service Desk phone system and manage call intake
Conduct client follow-ups to ensure satisfaction and service quality
Qualifications and Skills
Experience providing tier 1 and 2 technical support in a complex IT environment
Strong diagnostic and troubleshooting abilities for desktop hardware and software
Familiarity with service management tools (e.g., ticketing systems, remote support platforms)
Knowledge of Windows operating systems and standard office productivity tools
Ability to manage multiple tasks in a fast-paced environment
Excellent communication skills and a commitment to client service
Bilingualism (English/French) is a requirement
Why Join Us
Be part of a progressive federal department that values innovation and digital transformation
Work with supportive, collaborative teams in a role critical to daily departmental operations
Gain valuable experience in a dynamic, high-demand IT support environment
Access opportunities for professional growth and public service career development
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