Secret Cleared Help Desk Specialist to provide on-site troubleshooting of network and software issues in response to a 24/7 incident management ticketing s

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.