Symbiotic Group Inc.

Help Desk Analyst Level 2

Symbiotic Group Inc.  •  Ottawa, CA (Onsite)  •  5 months ago
Apply
Save Job
Mark Applied Mark Interviewed Mark Offered
Hide Job Report Job
AI can make mistakes so check important info. Chat history is never stored.

Job Description


On behalf of our client within the Federal Government we are recruiting for a L2 Help Desk Analyst to provide onsite IT support to clients in the Ottawa/NCR area.

Job Description:

  • The
    resource will be required to interpret information provided by clients to
    determine the exact nature of problems and to understand their needs and
    concerns.

  • Analyze
    the clients IT issues and apply logical diagnostic processes to resolve the
    problems

  • Providing
    remote and onsite technical support for users and resolving their technical
    issues

  • Resolve
    common hardware and software issues such as but not limited to password reset, laptop
    imaging, troubleshooting, device replacement, printer troubleshooting,
    configuration, software installation, and mobile phone issues

  • Setting
    up and configuring new employee user accounts

  • Conducting
    basic troubleshooting of network connectivity issues

  • Logging
    and tracking incidents and service requests in the ITSM system

  • Escalating
    more complex issues to level 3 technicians

  • Image
    workstations and assist with Life Cycle of IT Assets

  • Perform
    related tasks incidental to the work described herein

  • Updating information in our internal ticketing
    tracking system

Requirements

  • minimum of twelve (12) months of experience
    within the last 60 months providing IT support services working in a Service
    Desk, Help Desk or Call Centre.

  • Must have Government of Canada Secret Security clearance

  • 12 months of experience within the last 60
    months providing IT support on all of the following products and services:

    • Microsoft Office Suites (on premise or cloud
      acceptable), must include Outlook, Word, PowerPoint and Excel

    • Remote Access services

    • Microsoft Windows operating systems

  • 12 months of experience within the last 60
    months providing direct IT support to end-users by conducting all of the
    following activities:

    • Discussing issues/problems and gathering and documenting
      key and pertinent information associated to client requests.

    • Providing clients with appropriate and effective
      information/feedback associated to their requests.

    • Communicating with clients via email, phone,
      client walk-in and desk-side (on-floor).

  • experience within the last twenty-four (24)
    months working with an ITSM ticketing system to record, track and report on
    client requests.

  • experience within the last 60 months working
    with Microsoft SCCM Console or RDP (remote desktop control) to connect remotely
    to client workstations to expedite the resolution of client issues. experience
    within the last 60 months providing IT support for Microsoft Windows 10 or
    later operating systems

  • experience within the last 60 months providing
    IT support for mobile devices operating within a Canadian Federal Department as
    defined by the Financial Administrative Act Schedule I through VII Financial
    Administration Act (justice.gc.ca) The mobile device must be operating in a
    wireless configuration and must be an approved departmental device (not a
    personal use device). • Tablet (IOS, Windows and/or Android based OS) • Cell
    phone (IOS and/or Android based OS)
Symbiotic Group Inc.

About Symbiotic Group Inc.

Questions we hear and address…….

• How do I build a repeatable sales process that builds pipeline?

• How do I build a digital marketing program that gets results?

• What steps do I need to take to feel more in control of my business?

What We Do

We provide bespoke Consulting Services for SMBs and New Ventures.

We work ‘ON’ your business to help you gain control, improve process and drive growth.

We solve the problems hindering business growth by building winning plans, processes and core systems to measure progress and drive results. We provide the following:

• Create winning strategy & plans to drive growth

• Build processes that drive repeatable results and reduce risk

• Create core systems to manage and measure progress.

Whom Are We For?

We are for SMB B2B growth companies with fewer than 100 employees who need help to get to the ‘next level’.

We are for business owners whose business problems include: gaps in business planning and strategy, sales and digital marketing needs, weak or missing business processes, and the absences of core management systems to confidently understand finances and make decisions.

Our Difference: Why Choose Us?

Symbiotic Group has over 30 years’ experience working with SMB organizations serving their unique business needs.

We bring SMB focused expertise from more than one discipline so that you can get the precise assistance you need for your unique growth journey.

We have experts in the following key areas needed by SMBs:

• Business Planning & Strategy

• Sales – Automation, Customer Journey

• Marketing – Intel Led, SEO, Social, Content, Email, PR

• Operations – Finance, Accounting/Bookkeeping, HR & Recruitment

We work ‘ON’ your business to help you gain control, improve process and drive growth.

Industry
Consulting & Advisory
Company Size
1-10 employees
Headquarters
Oakville, CA
Year Founded
1998
Website
symbioticgroup.com
Social Media