Job Summary
We are seeking a skilled Help Desk Specialist to provide exceptional technical support and customer service to our users. The ideal candidate will troubleshoot hardware and software issues, assist with network connectivity, and ensure smooth operation across various operating systems and platforms. This role requires strong communication skills, technical expertise, and the ability to resolve issues efficiently in a fast-paced environment. The Help Desk Specialist will play a vital role in maintaining the IT infrastructure and supporting end-users with diverse technical needs.
Responsibilities
- The primary role of the Information Technician is to provide IT expertise to enable training delivery and headquarters functions.
- Specific tasks may include but are not limited to:
- Classroom Systems Setup: Layout and build classroom communication and information systems;
- Network Configuration: Set up and configure computer network systems to support training activities; Ensure compliance with DND network guidelines and security policies.
- Virtualization & VLAN Management: Use VMWare to set up virtual servers and clients; Create and modify VLANs to adapt to changing training requirements.
- Hardware & Infrastructure Maintenance: Maintain and build servers, switches, PCs, monitoring suites, and printer systems.
- Daily IT Support & Help Desk Operations: troubleshoot user and hardware faults; manage account creation, print services, and file sharing; Liaise with second-line support for escalated issues, managing IT inventory.
- Independent Work: Operate with minimal supervision while ensuring high standards of IT service delivery.
- Must be able to perform physical tasks associated with IT support, including handling and relocating equipment weighing up to approximately 20–25 kg.
- Willingness and ability to commute between buildings on base to provide on-site technical support.
- Comfort with occasional tasks that require working in confined spaces (e.g., crawling under desks) and using short indoor ladders to access equipment.
- Ability to safely load and unload IT equipment from vehicles as part of transport and deployment duties.
- Provide first-level support for hardware, software, and network issues via phone, email, or remote access.
- Troubleshoot and resolve problems related to Windows, macOS, Linux operating systems, and desktop applications such as Microsoft Office.
- Assist users with VPN setup, connectivity issues, and firewall configurations to ensure secure access.
- Support computer networking tasks including LAN setup, troubleshooting, and device configuration.
- Use ServiceNow, Jira, BMC Remedy, and other ticketing systems to document incidents and track resolution progress.
- Perform software troubleshooting for applications and operating systems; escalate complex issues as needed.
- Manage computer hardware repairs or replacements and assist with desktop support requests.
- Maintain knowledge of current IT support best practices and emerging technologies to improve service delivery.
- Communicate effectively with end-users to understand issues and provide clear solutions or guidance.
Requirements
- The proposed resource(s) must be capable of communicating effectively in English, both orally and in writing, with minimal errors, and without assistance.
- Must have minimum 10 years Canadian Residency with ability to get a Secret Level Security Clearance
- The proposed resource must have a minimum of two (2) years of working experience in the computer networking or information technology (IT) field performing tasks that include, but not limited to:
- Network setup and reconfiguration,
- Local Area Networks (LAN) administration
- Server configuration and maintenance
- Printer system installation and troubleshooting
- The proposed resource(s) must have a minimum of two (2) years of configurating, managing, and maintaining of PCs, servers, and Windows environments.
- The proposed resource(s) must have a minimum of two (2)
- years of employment experience providing daily IT support and
- managing desk operations to ensure timely resolution of
- technical issues.
- The proposed resource(s) must have a minimum of two (2) years of employment experience in the last five (5) years using computer applications such as Microsoft Word, Outlook, Teams, and Excel in a professional setting.
- Preferred Qualifications:
- It is preferred that the proposed resource(s) possess higher
- education in Computer Science or a related field from a
- recognized Canadian institution, or an equivalent qualification
- from an accredited international institution.
- It is preferred that the proposed resource(s) demonstrate the
- ability to communicate effectively in English, both orally and in
- writing, with minimal errors and without assistance.
- It is preferred that the proposed resource(s) should have
- employment experience with DND or CAF.
- It is preferred that the proposed resource(s) should demonstrate experience with Windows Server tools and administration.
- The proposed resource(s) should have experience working with Cisco Networking equipment
- Proven experience in IT support or help desk roles with knowledge of operating systems including Windows, macOS, and Linux.
- Strong understanding of computer networking concepts such as LAN, VPN, firewalls, and network security protocols.
- Familiarity with ticketing tools like ServiceNow, Jira, BMC Remedy for incident management.
- Hands-on experience troubleshooting hardware components and software applications.
- Knowledge of software troubleshooting techniques for common desktop applications including Microsoft Office suite.
- Ability to support remote users via VPN connections and remote desktop tools.
- Excellent communication skills to effectively assist users with varying levels of technical expertise.
- Ability to work independently while managing multiple priorities in a dynamic environment. This position offers an opportunity to develop your IT support skills within a collaborative team dedicated to delivering outstanding customer service in a professional setting.
Pay: $25.00-$31.00 per hour
Benefits:
- Life insurance
- On-site parking
- Paid time off
Application question(s):
- Ability to Obtain a Secret Security Clearance (Min 10 yrs Cdn Residency) as a Canadian.
Experience:
- Information Technician: 2 years (required)
- Microsoft Office: 2 years (required)
- CAF/DND Employment: 2 years (required)
- CISCO Networking: 2 years (required)
Language:
- English effectively both orally and written (required)
Work Location: In person
