Senior Help Desk Specialist

Senior Help Desk Specialist - Secret Clearance Required

Location: Ottawa, ON - Onsite

Employment Type: Contract

Akkodis is seeking a Senior Help Desk Specialist to support a large-scale enterprise Microsoft and SharePoint environment within the Department of National Defence.This role supports mission-critical collaboration and desktop services across secure enterprise environments. The successful candidate will provide advanced technical support and operational expertise within a secure and classified enterprise IT environment serving more than 15,000 users. Working as part of an enterprise support team, the resource will help ensure the stability, performance, and continuous improvement of Microsoft 365, SharePoint, Windows, and identity management services that support critical business operations across the organization.

Key Responsibilities

• Support and maintain a secure and classified Microsoft 365, SharePoint, and Windows environment serving 15,000+ users.
• Deliver timely resolution of complex incidents, service requests, and escalations affecting enterprise collaboration and productivity services.
• Ensure the availability, reliability, and performance of critical collaboration, desktop, and identity management platforms.
• Produce and maintain technical documentation, operational procedures, support guides, and knowledge base articles.
• Monitor service health, analyze incident trends, and provide operational reporting and recommendations for service improvements.
• Perform root cause analysis and implement sustainable solutions for recurring technical issues.
• Support user provisioning, identity management, access administration, and endpoint management activities.
• Collaborate with technical teams and stakeholders to enhance service delivery and improve the end-user experience.
• Contribute to continuous improvement initiatives, service modernization efforts, and operational efficiency enhancements.
• Ensure services are delivered in accordance with security, operational, and service management requirements within a highly secure environment.

Mandatory Requirements

• Active Secret Clearance.
• Minimum 10 years of experience providing technical support within large-scale, classified IM/IT environments of over 15,000 users.
• Extensive experience supporting Microsoft Windows desktop environments.
• Experience working with Active Directory and/or Azure Active Directory.
• Experience supporting enterprise endpoint management platforms such as Microsoft Endpoint Configuration Manager (ConfigMgr/SCCM) or Microsoft Intune.
• Experience supporting Microsoft 365 technologies and services.

Nice-to-Have Qualifications

• Experience supporting SharePoint environments.
• Experience within the Department of National Defence, Government of Canada, or other highly secure environments.
• Experience supporting large distributed user communities across multiple locations.
• Knowledge of enterprise monitoring, reporting, and service health management.
• Experience mentoring support teams or providing technical knowledge transfer.

Deliverables and Outcomes

• Delivery of high-quality support services and resolution of complex user issues.
• Production of service ticket records and support documentation for enterprise collaboration environments.
• Creation of incident management and service health reporting to support operational decision-making.
• Maintenance and enhancement of technical procedures, knowledge bases, and user support materials.
• Ongoing progress reporting and status updates for assigned service activities.
• Contributions to service improvements, operational stability, and enhanced user experience across enterprise platforms.