25 Jan
S.i. Systems
Ottawa
Our Valued Public Sector Client is seeking a Secret Cleared Help Desk Specialist to provide on-site troubleshooting of network and software issues in response to a 24/7 incident management ticketing system.
Background:
The Defence Service Operations Centre is responsible to coordinate in-service support for Information Systems across the Department of National Defence (DND) and the Canadian Armed Forces (CAF) operations. The National Service Desk provides 24/7 support on help desk and system monitoring functions.
Must haves:
- Help Desk Specialist (1+ years)
- Incident management ticketing system (1+ year)
- Network Monitoring Tool (1+ year)
- Shift Work (12-hour shifts, day to night rotations)
- Secret Clearance
Responsibilities:
- Review network monitoring alerts at a national level from monitoring tools and respond accordingly.
- Coordinate National situational awareness events including sending out an informational
- Respond to events and coordinate responses from service providers in support of the Incident Management Process.
- Respond directly to events including phone calls, emails, alerts and notifications from users or stakeholders in support of domestic and deployed operations.
- Route incidents to internal providers for national telecommunications systems, and route incidents to SSC and other external providers as appropriate
- Support the National Capital Region (NCR) Service Desk (SMC) by responding to and coordinating classified IT related events from the NCR users or applications.
Nice to Haves:
- Bilingual (French/English)
- Assyst
- Intermapper or Whatsapp Gold
The National Service Desk (NSD) requires 12-hour shifts. The day and night shifts will alternate every 2 weeks. Day shifts are 6am to 6pm, and Night shifts are 6pm-6am and will be 100% onsite at Major General Pearkes Building,
101 Colonel By Drive, Ottawa, Ontario. For two weeks the resources will work day shifts, i.e., 6 am to 6 pm and for two weeks the resources will work night shifts, i.e., 6 pm to 6 am. The day and night shift will alternate every 2 weeks. One week the resources will work 60 hours i.e., 5 shifts per week and the next week the contractor will work 24 hours, i.e., 2 shifts per week, and this will alternate every week. This is a total of 84hrs for every two work weeks.
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