Maplesoft Group is currently seeking a Helpdesk Support Specialist for one of our Federal Government clients in the National Capital Region. This work can be done remotely.

The following responsibilities are associated with the “Statement Of Work” but are not limited to:

Under the direct supervision of the Manager, IT Operations, the Helpdesk Support Specialist provides first and second level information technology support via telephone, email and in person, including problem resolution, corrective action, testing and documentation and diagnostics to the Canada Council users of information technology services (desktop computers, networks, telecommunications and telephones); investigates support issues in sequence and in a detailed fashion; responsible for the monitoring and tracking of incident reports, obtaining all relevant information from the user to document the history of the incident and subsequent resolution; provides timely and professional service to all clients to ensure client satisfaction until resolution; troubleshoots, diagnoses and efficiently resolves simple to complex technical problems and recommends solutions for a wide range of hardware and software problems; provides technical advice and system support to users to optimize their use and integration of IT services; follows established procedures, where necessary, to assign problem tickets to third level support for resolution; maintains a professional and cooperative working relationship with clients; communicates effectively both orally and in writing, in both official languages, while discussing issues with users in technical or non-technical terms; helps maintain a current knowledge base by adding new information and modifying and/or deleting existing information; develops training material and trains users as required; and performs other related duties.


Knowledge and skills

• Bilingual imperative (English/French)

• Secret security clearance

• Three (3) years of college diploma in Computer Science or an equivalent combination of education and professional experience related to the responsibilities of the position

• Strong technical knowledge of computer software and networks

• Enjoys helping others and is committed to providing unparalleled customer service

• Superior problem solving and experience supporting a wide scope of issues

• Passionate about technology and committed to continuous learning and personal growth

• Ability to support multiple versions of software and operating systems

• Ability to troubleshoot and resolve desktop computer, network, telecommunications and telephone problems in a Microsoft operating environment Windows 10 with Microsoft Office Suite (Office 2019)

• Experience with Office 365 and Azure cloud technologies

• Ability to provide clear direction on how to perform simple and complex tasks

• Ability to multitask and work well under limited supervision in a fast-paced office environment

• Excellent interpersonal, communication and project management skills

Experience

• Three (3) years of experience directly related to the responsibilities of the position

• Experience in any of the following areas would be an asset: Cloud Computing; SCCM; Active Directory; iPads, MS Teams, PC/Network Security

Maplesoft Group prides itself on its distinct corporate culture and recognizes that success is a direct reflection of our most valuable asset - our people. Therefore, attitude and ambition are key personality traits we seek out, along with skill and aptitude, in potential employees.

Maplesoft Group is committed to having a diverse, representative workforce and continuing to build an inclusive environment. We encourage applications from all qualified individuals. Maplesoft Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants irrespective of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Aboriginal peoples or any other legally protected factors.

All employment decisions are made based on business needs, job requirements, and individual qualifications.

We are committed to developing inclusive, barrier-free recruitment and selection processes, and a work environment that supports our diverse workforce. Please let us know if you require accommodations at any stage of the recruitment process. We can be reached at Maplesoft Info at info@maplesoftgroup.com.

We thank you for your interest in Maplesoft Group and wish to advise you, that only candidates under consideration will be contacted.