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Senior Helpdesk Resources

Ottawa, Ontario
RESPONSIBILITIES:

Provide first level phone support

  • Supporting Windows operating systems
  • Supporting Microsoft Applications (Office, Exchange, Active Directory)
  • Using ticketing system to escalate tickets (they use Remedy)
  • Using an automated telephony system
  • Bilingual (French and English)
  • Enhanced security clearance

 
QUALIFICATIONS
  • 3 years’ experience providing Information Technology technical support services in client operating systems, networks operating software or commercial-off the-shelf (COTS) office products.  Technical support can include such as password resets, hardware issues related to damaged Peripherals, software related issues such as non-responding applications, identification of security incidents such as viruses and malware
  • 3 years’ experience working with an enterprise class IT Service Management tool to open, record, prioritize, match against other tickets in the system, track,, document, assign and close service request l/incident, problem and change tickets
  • 3 years’ experience working with an Automatic Call Distribution telephony system to log in and out, set status, generate reports as required
  • Valid Federal Government Level II Secret, or Enhanced Security Level Clearance

OR

  • 2-year experience OR an acceptable combination of education, training, and/or experience providing Information Technology technical support services in client operating systems, networks operating software or commercial-off the-shelf (“COTS”) office products Technical support can include password resets, hardware issues related to damaged Peripherals, software related issues such as non-responding applications, identification of security incidents such as viruses and malware
DURATION :  3 months + Possibility of extension

NewFound Recruiting is a Canadian professional services company, headquartered in Ottawa, Ontario and is one of Canada’s leaders in Professional Staffing and Recruiting. Currently, NewFound Recruiting is servicing clients across Canada, having established relationships in Ontario (Toronto and Ottawa), Alberta, British Columbia, Quebec, and Newfoundland. By applying innovative techniques, we match the right candidate with the right position. Our 20 years of industry experience gives you the assurance that we will provide the right answers to your difficult questions.

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