Posted 10 months ago
Help Desk Analyst Level 2
@ Symbiotic Digital
Coal Harbour, British Columbia
Overview
Symbiotic Digital is hiring a contract Level 2 Help Desk Analyst for a federal government client in the Ottawa/NCR area. The role provides onsite and remote IT support, resolving hardware, software and mobile issues and logging tickets in an ITSM system. It requires a Government of Canada Secret security clearance and at least 12 months of recent help desk experience.
Responsibilities:
- Provide onsite and remote IT support to federal clients
- Resolve hardware, software and mobile device issues
- Set up and configure new employee user accounts
- Troubleshoot basic network connectivity problems
- Log and track incidents in the ITSM system and escalate complex issues to Level 3
Requirements summary:
- 12 months of service desk or help desk experience within the last 60 months
- Government of Canada Secret security clearance
- Microsoft Office, Windows 10 and remote access support experience
- ITSM ticketing system experience within the last 24 months
- Mobile device support for federal departments (iOS and Android)
Tools & skills
Source and dates
Source type not verified · zoho
- Employer posting date
- 2026-01-01
- First seen by our source
- 2026-10-09
- Source record updated
- 2026-10-16
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | IT |
| Experience | 1+ years |
| Travel | air: none · ground: none |
| Work setting | Office, Client sites |
| Position | Sitting and standing |
| Physical demands | physical low · computer high |
| Languages | English |
| 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 |
On behalf of our client within the Federal Government we are recruiting for a L2 Help Desk Analyst to provide onsite IT support to clients in the Ottawa/NCR area.
Job Description:
- The resource will be required to interpret information provided by clients to determine the exact nature of problems and to understand their needs and concerns.
- Analyze the clients IT issues and apply logical diagnostic processes to resolve the problems
- Providing remote and onsite technical support for users and resolving their technical issues
- Resolve common hardware and software issues such as but not limited to password reset, laptop imaging, troubleshooting, device replacement, printer troubleshooting, configuration, software installation, and mobile phone issues
- Setting up and configuring new employee user accounts
- Conducting basic troubleshooting of network connectivity issues
- Logging and tracking incidents and service requests in the ITSM system
- Escalating more complex issues to level 3 technicians
- Image workstations and assist with Life Cycle of IT Assets
- Perform related tasks incidental to the work described herein
- Updating information in our internal ticketing tracking system
Requirements
- minimum of twelve (12) months of experience within the last 60 months providing IT support services working in a Service Desk, Help Desk or Call Centre.
- Must have Government of Canada Secret Security clearance
- 12 months of experience within the last 60 months providing IT support on all of the following products and services:
- Microsoft Office Suites (on premise or cloud acceptable), must include Outlook, Word, PowerPoint and Excel
- Remote Access services
- Microsoft Windows operating systems
- 12 months of experience within the last 60 months providing direct IT support to end-users by conducting all of the following activities:
- Discussing issues/problems and gathering and documenting key and pertinent information associated to client requests.
- Providing clients with appropriate and effective information/feedback associated to their requests.
- Communicating with clients via email, phone, client walk-in and desk-side (on-floor).
- experience within the last twenty-four (24) months working with an ITSM ticketing system to record, track and report on client requests.
- experience within the last 60 months working with Microsoft SCCM Console or RDP (remote desktop control) to connect remotely to client workstations to expedite the resolution of client issues. experience within the last 60 months providing IT support for Microsoft Windows 10 or later operating systems
- experience within the last 60 months providing IT support for mobile devices operating within a Canadian Federal Department as defined by the Financial Administrative Act Schedule I through VII Financial Administration Act (justice.gc.ca) The mobile device must be operating in a wireless configuration and must be an approved departmental device (not a personal use device). • Tablet (IOS, Windows and/or Android based OS) • Cell phone (IOS and/or Android based OS)
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