Computer Application Support Specialists
Maplesoft Group
Ottawa, ON
6d ago

12 months

Maplesoft Group is currently seeking multiple Bilingual Computer Application Support Specialists to join one of our clients located in Ottawa

The Computer Application Support duties include standard desktop software and hardware as well as the administration of cyclical replacement programs, IT assets, system access, account management, support policies / procedures and direct client interaction.

Using the internal ITSM tool, BMC Remedy, the tower support team assists clients with, but not limited to; Microsoft Office Suite, RSA SECURID tokens, Windows 7 laptops and desktops, Blackberries, iPhones, Samsung smartphones, printers, scanners, fax machines, VoIP telephones, etc

The resources must complete, but are not necessarily limited to, the following tasks :

  • Responsible for complex information management and information technology (IM / IT) problem troubleshooting, resolution and escalation as they pertain to the Department’s global IM / IT infrastructure and its respective software and hardware.
  • This would include the department’s unclassified and secure networks. IM / IT infrastructure comprises of thousands of workstations and clients;
  • Expected to be able to troubleshoot and document hardware and software related problems associated with both classified and unclassified networks;
  • Required to manage client system access for both classified and unclassified networks as well as the administration and maintenance of SecurID tokens and SecurID client accounts;
  • Required to troubleshoot and document hardware and software related problems associated with various Departmental mobility tools such as laptops, remote connections / network access, and virtual private networks;
  • Requested to perform computer system replacements, involving interviews with the client to ensure all software will be installed on the new computer and to ensure all necessary client files will be copied to the new computer.
  • Coordination of hardware installations to be performing installs may be requested;
  • Will ensure any client requests are completed to the clients' satisfaction;
  • Required to format and install a departmentally provided operating system and / or any departmentally approved software as required by the client;
  • Required to ensure the project tracking spreadsheet and the asset management records are updated as per Project Manager’s instruction;
  • Expected to possess very strong skills in client service and client relations as the workload can be heavy and clients are often faced with difficult and very limiting situations.
  • These need to be treated with the utmost courtesy, understanding and efficiency;
  • Expected to have a knowledge of and be able to provide support for Blackberries, iPhone, and Android smartphones;
  • Expected to have a strong knowledge of and be able to provide support for office automation tools such as Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Internet Explorer, Microsoft Outlook;
  • Responsible for entering the information related to these incidents / requests into the departmental incident and problem tracking systems (BMC Remedy), which includes properly documenting and escalating problems to higher levels within the support structure of the organization if they cannot resolve them with their knowledge, experience and provided tools.
  • Maplesoft Group prides itself on its distinct corporate culture and recognizes that success is a direct reflection of our most valuable asset -

    our people. Therefore, attitude and ambition are key personality traits we seek out, along with skill and aptitude, in potential employees.

    We thank you for your interest in Maplesoft Group and wish to advise that only candidates under consideration will be contacted.

    Contact Recruiter :

    kelly.graham maplesoftgroup.com

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