Job Description

Job Title: Help Desk Support Specialist

Location: Borden, ON

Remote: No (On-Site)

Business Unit: Advanced Technologies

Department: Engineering

Job Type: Full-time

Calian is seeking an Help Desk Support Specialist to support our training group in Borden. As part of the Engineering Department, you will play a vital role in ensuring seamless Information Technology operation.

Position Summary:

Join our team as an Help Desk Specialist at Canadian Forces Base Borden. In this role, you will provide essential IT support to CFB Borden users.

Responsibilities:

• Provide 1st line IT support to CFB Borden users working on the Defence Wide Area Network (DWAN), the General Purpose Network (GPNet), Internet-connected and standalone systems
• Receive, diagnose and resolve incidents as per provided procedures
• Provide client assistance in person, via telephone, or via remote tools such as Proxy or Windows Remote Assistance
• Receive and fulfill or route service requests to the appropriate 2nd line provider
• Configure software
• Administer network and email accounts
• Document all incidents and SRs and actions pertaining to incidents and SRs in the provided ITSM tool as per provided procedures
• Install, administer and maintain Windows 10 operating system and Office
• Document configuration item changes in a configuration management database (CMDB)
• Provide verbal and written reports on problems and resolutions for IT services

Qualifications:

• Minimum of one (1) year experience as a help desk or service desk analyst, providing user desktop IT support for Windows 7 or Windows 10 in a large (over 500 users) enterprise, corporate, or Government environment
• Minimum one (1) year of experience using an Information technology Service Management (ITSM) tool such as Axios Assyst, Magic, or Remedy in a help desk or service desk environment
• Minimum two (2) year College diploma for Computer Systems Technician Networking, Programmer Analyst, or a similar program such as Computer Support Technician

Additional Requirements:

• Eligible for a Security Clearance with the Government of Canada

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The federal government has implemented a mandatory vaccination policy for public servants and all contractor personnel who access Government of Canada workplaces. As an employee or independent contractor of Calian performing work for federal government customers of Calian, you will be subject to this mandate.

Calian has a duty to provide and maintain a safe workplace and is contractually obligated to adhere to government mandates, policies, and directives. Your employment / independent contractor agreement with Calian will require that you obey all workplace health, safety, and security rules and regulations established by Calian or the customer.

Every Calian employee and independent contractor working on Calian customer worksites will be required to complete an attestation before you are employed by Calian, stating that you are Fully vaccinated (full series of a Health Canada-approved vaccine, 14 days have passed since your last dose). This is a mandatory requirement and failure to complete the attestation will result in you being non-compliant for the position and we will therefore be unable to move forward in the hiring process.

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Calian values diversity and is an equal opportunity employer. Calian is committed to being responsive to the diverse needs of its members, employees, and others, by striving to prevent and remove systemic barriers. All qualified individuals are encouraged to apply, and we welcome applications from women, visible minorities, Indigenous Peoples, persons with disabilities, persons of diverse sexual orientation, gender identity or expression, and others who may contribute to the diversity of our organization. We thank all applicants for their interest; however, only candidates under consideration will be contacted. We will provide accommodations during the recruitment process upon request.

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