Workopolis | Workopolis

Help Desk Support Level II

Responsibilities

· Sound understanding of customer Project, IMAC, support, operations, and processes

· Working knowledge of the Microsoft Office application suite including MS Outlook

· Able to follow project instructions, communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers

· Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

· Demonstrated capability to achieve results accurately, on-time and meet or exceed Time-To-Task for project in a fast-paced, client-driven environment

· Follow-up with project team/coordinators and end users to provide status updates as per guidelines and objectives of project, IMAC and break/fix services

· Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

· Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)

Qualifications

· Associate’s (or equivalent) degree in Computer Science or Information

· Technology from a technical school

· Minimum 1-3 years of experience

· Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers

· Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

· Working knowledge of the Microsoft Office application suite including MS Outlook

· Experience with multi-platform Windows O/S required

· Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

· Demonstrated capability to achieve results in a fast-paced, client-driven environment

Certifications

· CompTIA A+ Certification

· Min 1 OEM Desk/Notebook

· Dell Enterprise

· Basic non-warranty repair skills training as assigned

o (Cabling, Printers, Network, Servers)

· And/Or

· HP Printer Basics + Printers as assigned

· Lexmark Printer Basics + Printers as assigned

· And/Or Apple MAC Certifications as assigned

What You’ll Need

Ability to speak both French and English conversationally is MANDATORY
Ability to talk and type accurately at least 30 wpm
Sound understanding of customer support, operations, and processes
Able to communicate effectively in English & French both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

Nice to Have

Basic knowledge of ITIL
Basic understanding of Service Desk metrics/SLA’s
Minimum of 1-year experience working in an IT Service Desk/Inbound Call Center environment – preferred
Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
Certification in relevant IT products/technologies a plus

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Salary: $23.00-$25.00 per hour

Schedule:

8 hour shift

Ability to commute/relocate:

Ottawa, ON: reliably commute or plan to relocate before starting work (required)

Education:

DCS / DEC (required)

Experience:

Help Desk Level 2: 2 years (preferred)

Language:

English (required)
French (required)

Shift availability:

Day Shift (required)

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