Helpdesk Specialist Level 1

Helpdesk Specialist Level 1

Job Description:

The Department of National Defence (DND) intends to reallocate military Information Technology (IT) personnel from bases, garrisons and wings to field and deployable units to improve their availability for employment on higher priority operational tasks. To continue providing IT support, DND has a requirement for ongoing IT professional services on a contract basis.

The Help Desk Specialist’s duties include but are not limited to:

• Performing a variety of network incident and problem analysis, monitoring tasks and network management systems and responding appropriately to user requests, incidents and problems;


• Performing initial incident and problem analysis and triage, and assigning the incident or problem to other technical resources for resolution when appropriate;


• Maintaining liaison with end users and technical resources to communicate the status of incident and problem resolution to end users; logging and tracking requests for assistance;


• Providing advice and technical guidance to end users and technical resources as the situation warrants; and


• Maintaining records of incidents and problems reported against a system and their resolution;


• Liaising with end users to ensure maintenance of accounts and software, and to advise end users of upgrades, additions and/or changes to IM/IT resources or configuration prior to their execution.

Mandatory Qualifications:

• Minimum three (3) years experience working as a Help Desk Specialist in an IT Service Desk environment, providing IT-related first line support to a minimum of 100 users;


• Minimum three (3) years experience as a Help Desk Specialist working with Active Directory in a Windows Server 2000 or 2003 environment;


• Minimum three (3) years experience working as a Help Desk Specialist using an industry standard Information Technology Service Management (ITSM) tool (i.e. Support Magic, Remedy, Assist, etc.); and


• Minimum three (3) years experience as a Help Desk Specialist providing remote desktop or laptop assistance.

Job Title Helpdesk Specialist Level 1

Company Name Calian - Canadian Federal Government Email i.radojevic@calian.com Website http://www.calian.jobs Salary Province Manitoba Location CFB Shilo