Description

IC requires Help Desk Specialists to supplement existing resources on an "as and requested" basis.  The breakdown in Help Desk levels is as follows: at any given time, a maximum total of 10 resources will be used for the work. The group of resources will consist of up to 10 Level 1 Help Desk Specialists resources and/or up to 10 Level 2 Help Desk Specialist resources.  10 resources must be available upon contract award.   

Duties

Help Desk Specialist Level 1 responsibilities include but are not limited to:

Initial receipt of client requests for assistance received by telephone, e-mail or other means of communication, entry of information related to these requests into the departmental incident and problem tracking systems

Provide first level support to resolve client requests for assistance including remote control of client workstations

Dispatch second level support if required

Installation, maintenance, and troubleshooting of hardware and software at the user workstation

Roll out of new/updated software on workstations

Installation, maintenance, and troubleshooting of operating systems at the user workstation

Installation, maintenance, and troubleshooting of desktop connectivity, multi-media kits, patch cables, RAM, video cards etc.

Installation of new users' PC's;· Installation, maintenance, and troubleshooting of network printers;

and  

Set up of remote access PC's, laptops, printers, modems, and software.

Help Desk Specialist Level 2 responsibilities include but are not limited to:

Provide technical expertise/advice to IT Service Desk/Desktop Support Junior level resources

Monitor the IT Service Desk's telephone systems

Contact clients to follow-up on completed calls and to determine level of user satisfaction based on follow-up questionnaire

Input data into the departmental incident and problem tracking systems

Installation, maintenance, and troubleshooting of hardware and software at the user workstation

Roll out of new/updated software on workstations

Installation, maintenance, and troubleshooting of operating systems at the user workstation

Installation, maintenance, and troubleshooting of desktop connectivity, multi-media kits, patch cables, RAM, video cards etc.

Installation of new users' PC's

Installation, maintenance, and troubleshooting of network printers;

 and

Set up of remote access PC's, laptops, printers, modems, and software.

Qualifications

MANDATORY CRITERIA FOR LEVEL 1

(1) year of demonstrated experience as an IT Help Desk/Desktop Support Technician in the last (4) years

(1) year of demonstrated experience providing IT user support in MS Windows XP or later operating systems in the last (4) years

(6) months of demonstrated experience providing IT user support in a MS Windows Server LAN environment in the last (4) years

(1) year of demonstrated experience providing IT user application support in each of the following:

1. MS Office 2003 or later;
2. MS Office 2003 or later; and
3. Internet Explorer

In the last (4) years

(1) year of demonstrated experience responding to and troubleshooting IT user problems and service requests received by telephone and/or onsite in the last (4) years

(6) months of demonstrated experience supporting remote access software (e.g. VPN, Citrix) in the last (4) years

(6) months of demonstrated experience providing IT user support in English and French in a bilingual client services working environment in the last (4) years

(6) months of demonstrated experience in each of (2) of the
following in the last (4) years

1. in a LAN environment, providing support in a MS Windows Server 2003 or above;
2. in the use of MS Windows utilities: ADUC, PMS (printer
management), Windows Remote Assistance
3. in recording end user incident/problem requests using tracking
systems; and
4. in supporting personal computer workstations and peripherals (printers, blackberries, scanners, monitors).

MANDATORY CRITERIA FOR LEVEL2

(5) years of demonstrated experience as an IT Help Desk/Desktop
Support Technician in the last (9) years

(2) years of demonstrated experience providing IT user support in MS Windows XP or later operating systems in the last (9) years

(1) year of demonstrated experience providing IT user support in a MS Windows Server LAN environment in the last (9) years

(2) years of demonstrated experience providing IT user application support in each of the following:

1. MS Office 2003 or later;
2. MS Office 2003 or later; and
3. Internet Explorer

In the last (9) years

(4) years of demonstrated experience responding to and troubleshooting IT user problems and service requests received by telephone and/or onsite in the last (9) years

(1) year of demonstrated experience supporting remote access software (e.g. VPN, Citrix) in the last (9) years

(4) years of demonstrated experience providing IT user support in English and French in a bilingual client services working environment in the last (9) years

(2) years of demonstrated experience in each of (2) of the following in the last (9) years

1. in a LAN environment, providing support in a MS Windows Server 2003 or above;
2. in the use of MS Windows utilities: ADUC, PMS (printer
management), Windows Remote Assistance
3. in recording end user incident/problem requests using tracking systems; and
4. in supporting personal computer workstations and peripherals (printers, blackberries, scanners, monitors).

RATED CRITERIA

Demonstrated experience as an IT Help Desk/Desktop Support Technician.

Demonstrated experience providing IT user support in MS Windows XP or later operating systems.

Demonstrated experience providing IT user support in a MS Windows Server LAN environment.

Demonstrated experience providing IT user application support in each of the following:

1. MS Office 2003 or later;
2. MS Outlook 2003 or later; and
3. Internet Explorer

Demonstrated experience responding to and troubleshooting IT user problems and service requests received by telephone and/or onsite.

Demonstrated experience supporting remote access software (e.g. VPN, Citrix).

Demonstrated experience providing IT user support in English and French in a bilingual client services working environment.

Demonstrated experience in two (2) of the following:

1. in a LAN environment,
providing support in a MS Windows Server 2003 or above;
2. in the use of MS Windows
utilities: ADUC, PMS (printer management), Windows
Remote Assistance;
3. in recording end user
incident/problem requests
using tracking systems; and
4. in supporting personal
computer workstations and peripherals (printers,
blackberries, scanners,
monitors).