Job Title

Job Overview We are seeking a dedicated and knowledgeable Service Desk Specialist to join our IT support team. This role involves providing technical assistance to end-users, troubleshooting hardware and software issues, and ensuring smooth operation of IT systems across the organization. The ideal candidate will possess strong communication skills, a solid understanding of operating systems and network fundamentals, and experience with various support tools. This position offers an opportunity to work in a dynamic environment where customer service and technical expertise are paramount. Responsibilities Respond promptly to user inquiries via help desk tickets, phone, or email, providing effective solutions for technical issues. Troubleshoot and resolve problems related to desktop hardware, operating systems (Windows, macOS, Linux), and software applications including Microsoft Office. Support network connectivity issues, including LAN configurations, firewall settings, VPN access, and wireless connectivity. Manage and escalate incidents using ServiceNow, Jira, or BMC Remedy platforms to ensure timely resolution. Assist with software troubleshooting, operating system issues, and hardware repairs or replacements. Configure and maintain user accounts and permissions across various systems. Document support activities accurately and maintain detailed records of incidents and resolutions. Collaborate with other IT teams to resolve complex technical problems and improve support processes. Provide excellent customer service by communicating clearly with end-users and ensuring their needs are met efficiently. Requirements Proven experience in IT support or help desk roles with knowledge of desktop support, software troubleshooting, and hardware maintenance. Strong understanding of operating systems including Windows, macOS, and Linux. Familiarity with computer networking concepts such as LAN, VPN, firewall configuration, and wireless connectivity. Experience using support management tools like ServiceNow, Jira, or BMC Remedy for incident tracking. Knowledge of computer hardware components and troubleshooting techniques. Ability to assist with software applications including Microsoft Office suite. Good communication skills to effectively interact with end-users at various technical levels. Basic understanding of security protocols such as firewall management and VPN access. Relevant certifications or training in IT support or networking are a plus but not required. This role is ideal for individuals passionate about technology who enjoy solving problems and delivering excellent customer service in a fast-paced environment. Location: 150 Albert Street, Ottawa, Ontario Job Type: Permanent Pay: $69,000.00 per year Benefits: Commuter benefits Housing allowance Life insurance Wellness program Work Location: In person