Posted 44 months ago
B.13 Operations Support Specialist (Level 2)[Secret]
@ Symbiotic Digital
Ontario
Overview
Symbiotic Digital is hiring a contract Operations Support Specialist (Level 2) in Ottawa for a Government of Canada department, starting April 2023 for six months, extendable. The work is second-level workplace technology support: troubleshooting and resolving incidents and problems on laptops, workstations, peripherals and applications, and documenting them in the service management tool. A Secret security clearance is required.
Responsibilities:
- Resolve incidents and problems on workstations, laptops and peripherals
- Perform service requests for hardware and software changes
- Document resolutions in the service management tool
- Relocate and decommission workplace technology equipment
- Follow SSC service management standards and guidelines
Requirements summary:
- 5+ years of experience
- Valid Secret security clearance
- Fluency in English or French
- Experience supporting peripherals and mobile devices
- Experience with Entrust PKI VPN and Microsoft Office
- Experience with IT service management tools
Tools & skills
Source and dates
Source type not verified · zoho
- Employer posting date
- 2023-03-13
- First seen by our source
- 2026-10-09
- Source record updated
- 2026-10-10
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | IT |
| Experience | 5+ years |
| Travel | air: none · ground: minimal |
| Work setting | Office, Client sites |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English, French |
| Security clearance | Secret |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Symbiotic Digital
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
We provide the ‘Bright Minds’ that produce ‘Proven Results.’ Leverage the Top 2% in their field to enhance your team.
Full company description
Symbiotic Digital provides the IT Experts you need that solve problems and get things done. See what the top 2% in their field can do for you. What We Do: We provide access to the IT Experts and Recruitment Solutions needed to help customers achieve their "Digital Transformation' goals." We serve customers in two ways, we provide: 1) Digital Experts: Bright Minds That Produce Proven Results o Symbiotic Digital utilizes a business system that enables us to provide the Expert Technical staff needed to solve challenging Business and IT problems. We provide the ‘Bright Minds’ that produce ‘Proven Results.’ o We are an extension of our client’s IT & Business contractor capability providing our services as needed as a preferred Vendor or Vendor of Record. 2) Recruitment: Find The Right People You Need o Symbiotic Digital uses proven recruitment processes to help companies find the key staff required to grow their businesses. Serving IT & Business leaders, Symbiotic Digital provides a business system that enable us to provide the Expert Technical staff needed to solve challenging business and IT problems. IT leaders in the most reputable organizations in Canada have relied on Symbiotic Digital to help them staff difficult assignments with proven Experts uniquely evaluated by our proven QMS- Quality Management System Staff Development Model. Proven Experts equals Guaranteed Results. Project success is critical; Our sharp, qualified, experienced and able Expert consultants save our Customers money, time, and contribute to a peak performing project team. We are a 100% Indigenous owned and operated business.
- LinkedIn followers
- 1,244
- People associated on LinkedIn
- 5
- Reported office locations
- 1075 North Service Road W., Suite 100, Oakville, Ontario L6M 2G2, CA
- Other recorded names
- Symbiotic Digital
- Profile identifies a recruitment agency
- Yes
Symbiotic Digital provides the IT Experts you need that solve problems and get things done. See what the top 2% in their field can do for you. What We Do: We provide access to the IT Experts and Recruitment Solutions needed to help customers achieve their "Digital Transformation' goals." We serve customers in two ways, we provide: 1) Digital Experts: Bright Minds That Produce Proven Results o Symbiotic Digital…
| Field | Value |
|---|---|
| Industry | Staffing and Recruiting |
| Company size | 2-10 employees |
| Headquarters | Oakville, Ontario |
| Organization type | Privately Held |
| Year founded | 1998 |
| Open jobs on Jobsy | 53 |
| View page |
Position: B.13 Operation Support Specialist (Level 2) (Ottawa)
Location: Ottawa, ON
Job ID#: n/a
Mandatory Skills: 5+ Years’ experience
Rate/Salary: Negotiable
Start Date: April 2023
Duration: Contract Position (6 month extendable)
Security Clearance Required: Secret Clearance
Language Requirements: English or French
JOB INFORMATION:
Our end client, a Government of Canada department has provided to Partner Departments, Level 3 and Level 2 Workplace Technology Support Services. WTS is also responsible for the planning, installation, maintenance and support of the Workplace Technology environment: user workstations, networked printers, peripherals and software.
Our client requires external resources to assist with this work and will establish a Supply arrangement with qualified technical support firms upon which it can draw from.
SCOPE OF WORK
Operations Support Specialist Level 2 - Workplace Technology Support Technician
Provides technical support for the installation and maintenance of security software and workplace technologies in provisioning second level support. Second level support entails in-depth problem solving and troubleshooting..
Incidents Management
As a member of the Workplace Technology Support team, the Workplace Technology Support Technician must respond to the workload assigned by the SSC team lead in the most efficient and productive manner. The Workplace Technology Support Technician must:
· Perform Incident and Problem Resolution and Service Request as per SSC work instructions
· Understand and follow published SSC/Workplace Technology Incident and Problem Management Processes
· Understand and follow the SSC Service Delivery model guidelines and procedures
· Investigate Workplace Technology Incidents and Problems assigned by the SSC team lead and assess root cause which may include but not be limited to network infrastructure, applications, networked and local peripherals
· Resolve Incident and Problems related to laptops, tablets, workstations, applications and networked and local peripherals.
· Document resolution or attempts according to SSC established standards
· Conform to all relevant SSC standards and guidelines in place such as the SSC Service Management processes, guidelines and procedures while performing service requests tasks.
· Upon task completion of work, the Workplace Technology Support Technician must immediately document work performed in the most efficient and cost-effective manner and ensure conformity to the established standards.
· Incident and Problem Resolution work updates must follow established SSC Service Management guidelines using the current SSC service management tools.
· After completion of the service management record update, the Workplace Technology Support Technician must become available to receive the next work assignment. Reception of the tasks must be in the most efficient and cost-effective manner in order to minimize the time between each work assignment
Specifically, the Workplace Technology Support Technician must perform the following tasks, but not limited to:
· Assess Incidents and Problems
· Resolve Incidents and Problems
· Documentation and update the service management tool.
· Next Assignment – readiness
· Standards Compliance
· Reports and Recommendations
· Service Requests Management (Hardware and Software Changes
· Cleanup and decommissioning
· Equipment Move (Relocation of Workplace Technology equipment)
· Change Documentation
The Contractor providing the services must be fluent in English and/or in French (speaking, reading and writing) to communicate to senior management, management and team members.
Location of Work:
Work will be conducted from a workstations located in the NCA region (Gatineau/Ottawa).
Required Grids Include the following:
MANDATORY REQUIREMENTS
Name: Mandatory Criteria – Operations Support Specialist – Level 2 - Workplace Technology Support Specialist | |||
M.# | Mandatory Requirements | Met or Not Met: | Demonstrated Experience |
M1 | The proposed resource must hold a valid Secret security clearance certificate at the time of the bid submission. • Name of individual as it appears on security clearance application form • Level of security clearance obtained • Validity period of security clearance obtained • Security Screening Certificate and Briefing Form file number |
POINT RATED criteria
Name: Rated Criteria – Operations Support Specialist – Level 2 - Workplace Technology Support Specialist | ||||
R# | Point Rated Requirements | Maximum Points | Score | Demonstrated Experience |
RA1 | The proposed resource shall demonstrate experience supporting peripherals such as printers local and network, docking stations, monitors, keyboard/mice (not limited to) for both installation and troubleshooting of issues Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | ||
RA2 | The proposed resource shall demonstrate experience supporting mobile telephony devices, OS and application including configuration and Incident resolution Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | ||
RA3 | The proposed resource shall demonstrate experience supporting an Enterprise class VPN solution using Entrust PKI encryption such as installation testing applications, and troubleshooting Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | ||
RA4 | The proposed resource shall demonstrate experience in the provision of End-User IT support services and dealing with client representatives for request such as Incident and problem resolution, clarifying technical issues for escalation and ensuring elevated quality service delivery. Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | ||
RA5 | The proposed resource shall demonstrate experience providing coaching and guidance to clients and team members for onboarding new employee and/or guiding them on using various business and corporate tools and self-help portals. Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | ||
RA6 | The proposed resource shall demonstrate experience in the documentation of technical solutions using IT Service Management tool set, documenting problem/incident resolution solutions and preparing in-house training guides Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | ||
RA7 | The proposed resource shall demonstrate experience coordinating with diverse groups the resolution of technical issues such as Problem, Change and Incident management, escalation and guidance and advice to other technical groups Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | ||
RA8 | The proposed resource shall demonstrate experience supporting Microsoft Office suite and software including installation and configuration as well as Incident resolution Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | ||
RA9 | The proposed resource shall demonstrate experience working with an ITService Management tool set such as monitoring Incident and Service requests queues, creating, updating and closing tickets. Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | ||
Total Points Available | 45 | |||
Minimum Pass Mark | 30 | |||
Resource’s Score |
About Symbiotic Digital.
Symbiotic Digital provides the IT Experts you need that solve problems and get things done. See what the top 2% in their field can do for you. (Symbiotic Digital is a division of Symbiotic Group Inc.)
We serve customers in two ways, we provide:
1) Digital Experts: IT Consulting expertise. Bright Minds That Produce Proven Results
2) Recruitment: Find The Right People You Need
Serving IT & Business leaders, Symbiotic Digital provides a business system that enable us to provide the Expert Technical staff needed to solve challenging business and IT problems. IT leaders in the most reputable organizations in Canada have relied on Symbiotic Digital to help them staff difficult assignments with proven Experts uniquely evaluated by our proven QMS- Quality Management System Staff Development Model. We are a 100% Indigenous owned company.
Learn more online at https://www.symbioticgroup.com/home-sd/.
Please submit your most recent resume to: [email protected]
View All Jobs online at: https://www.symbioticgroup.com/view-jobs/
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