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 public sector client requires 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. 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.

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.

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

Nice to Haves:

• Bilingual (French/English)
• Assyst
• Intermapper or Whatsapp Gold