Help Desk Analyst Level 2

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 problemsProviding remote and onsite technical support for users and resolving their technical issuesResolve 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 issuesSetting up and configuring new employee user accountsConducting basic troubleshooting of network connectivity issuesLogging and tracking incidents and service requests in the ITSM systemEscalating more complex issues to level 3 techniciansImage workstations and assist with Life Cycle of IT AssetsPerform related tasks incidental to the work described hereinUpdating information in our internal ticketing tracking systemRequirementsminimum 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 clearance12 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 ExcelRemote Access servicesMicrosoft Windows operating systems12 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 systemsexperience 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)