We are looking for a skilled Help Desk Analyst II to provide comprehensive onsite IT support for a growing environment in Ottawa, Ontario. This long-term contract position involves addressing technical issues, managing escalated service desk tickets, and ensuring the smooth operation of IT systems across a 200-machine setup. The ideal candidate will bring strong problem-solving skills and a proactive approach to maintaining and enhancing IT infrastructure.<br><br>Responsibilities:<br>• Respond to and resolve IT-related issues, including troubleshooting printers, cabling, and remote access problems.<br>• Manage escalated service desk tickets and ensure timely resolution in alignment with service level agreements.<br>• Configure and set up new laptops and desktops, including the installation of authorized software.<br>• Maintain and apply security updates, patches, and upgrades to all IT hardware and software.<br>• Conduct diagnostics and repairs on laptops, desktops, printers, and other IT equipment.<br>• Ensure compliance with audit requirements by maintaining accurate hardware and software records.<br>• Create and manage purchase requisitions for IT hardware and software, ensuring proper licensing is recorded and maintained.<br>• Set up new user accounts and disable expired accounts in accordance with HR guidelines.<br>• Provide exceptional customer service and technical support to both internal and external stakeholders.<br>• Maintain IT inventory and asset logs, ensuring all records are accurate and up to date.

<p>• Bachelor’s degree in Computer Science or a related field, or equivalent experience preferred</p><p>• Minimum of 2-5 years of experience in IT support or a related role.</p><p>• Proficiency in Microsoft Office 365, Windows operating systems, and Mac systems.</p><p>• Hands-on experience with network infrastructure, including routers, firewalls, and switches.</p><p>• Strong understanding of TCP/IP protocols and general IT system setups.</p><p>• Familiarity with Active Directory and Citrix technologies is an asset.</p><p>• Excellent troubleshooting skills with a logical approach to resolving technical issues.</p><p>• Ability to manage multiple tasks effectively while maintaining attention to detail.</p>

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