Technical Services Help Desk Agent
Technical Services Help Desk Agent
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Job Description
Priority may be given to the following designated employment equity groups: women Indigenous peoples* (First Nations Inuit and Mtis) persons with disabilities and racialized persons*.
* The Employment Equity Act which is under review uses the terminology Aboriginal peoples and visible minorities.
Candidates are asked to self-declare when applying to this hiring process.
City:Ottawa
OrganizationalUnit:Client Service Centre
Classification:CS-1
Tenure:Term
Duration: 1 year
Language Requirements:BilingualImperativeCBC/CBC
Work Arrangements:While the official location of work for this position will be an NRC facility within Canada the option of an offsite or a hybrid work arrangement (a combination of working onsite and offsite) may be possible.
At NRC we recognize that Indigenous candidates may have important connections to their communities and you may be eligible for an exception to this work arrangement. Alternative work arrangements may also be considered to accommodate candidates as required. To learn more about these options please contact the hiring team using the contact information below.
Consequently the Help Desk Agents need to be available to work a rotating shift schedule (7:30am 7:30pm ET) to ensure that we have full coverage.
Discover the possible
Anything is possible at the National Research Council (NRC)recently named one of Canadas 2025 Top Employers for Young People a 2025 Top Employer in the National Capital Region and Forbes Canadas Best Employers!
As Canadas leading research and technology organization our world-renowned research pushes the boundaries of science and engineering to make the impossible possible. Every day we explore new ideas through innovative research and help companies discover possibilities that impact Canadas future and the world.
At the NRC youll also discover new possibilities. Our supportive workplace fosters a culture of creativity welcoming fresh perspectives and innovation at all levels. We value teamwork. Youll collaborate across multiple fields and with the brightest minds to find creative solutions. Most importantly youll discover whats possible within you as you grow make valuable contributions and progress in your professional journey. From ground-breaking discoveries to a life-changing career discover your possible at the NRC.
The Role
We are looking for a Technical Services Help Desk Agentto support our Client Service Centre. The Technical Services Help Desk Agentwould be someone who shares our core values of Integrity Excellence Respect and Creativity.
Reporting to the Manager Client Services within the Client Service Centre the Technical Services Help Desk Agent is responsible for providing technical assistance to clients in support of the NRC. The Technical Services Help Desk Agent is also responsible for identifying systematic problems related to the corporate business systems by providing supportive services such as troubleshooting documenting and identifying root causes of problems and implementing solutions.
Screening Criteria
Applicants must demonstrate within the content of their application that they meet the following screening criteria in order to be given further consideration as candidates:
Education
A college diploma in computer science or other related field.
A combination of education and relevant experiencemay also be considered.
For information oncertificates and diplomas issued abroad please see Degree equivalency
Experience
- Experience working with Microsoft products such as Windows 11 and Office suites.
- Experience using a service management tool such as Axios Assyst.
- Experience in ticket inventory management such as identifying documenting and updating clients on the resolution of technical issues.
- Experience working in a structured centralized call centre.
- Experience in the configuration and troubleshooting of software networks printers desktops laptops systems and applications.
Condition of Employment
Reliability Status
For a Reliability Status verification of background information over a period of 5 years is required.
Language Requirements
BilingualImperativeCBC/CBC
Information on language requirements and self-assessment tests
Assessment Criteria
Candidates will be assessed on the basis of the following criteria:
Technical Competencies
- Strong ability to write concisely.
- Knowledge of call centre processes and escalation procedures.
- Knowledge of troubleshooting techniques for software networks printers desktops laptops systems and applications.
- Knowledge of a service management tool such as Axios Assyst.
- Ability to actively listen speak and accurately capture relevant information for problem-solving.
Behavioural Competencies
- Technology support - Conceptual and analytical ability (Level 1)
- Technology support - Initiative (Level 1)
- Technology support - Results orientation (Level 1)
- Technology support - Self-knowing and self-development (Level 1)
- Technology support - Teamwork (Level 1)
Competency Profile(s)
For this position the NRC will evaluate candidates using the following competency profile(s): Technology Support
View all competency profiles
Compensation
From $67680to $86543per annum.
In addition the incumbent who meets the language requirements will receive the Bilingualism Bonus of $800per year.
NRC employees enjoy a wide-range of competitive benefits including a robust pension plan comprehensive health and dental coverage disability and life insurance office closure at the end of December and additional supports to enhance your well-being throughout your career and beyond.
Notes
- In 2025 the NRC has been chosen as one of Canadas Top Employers for Young People the National Capital Regions Top Employers and Forbes Canadas Best Employers.
- Relocation assistance will be determined in accordance with the NRCs directives.
- This position is being advertised internally and externally simultaneously however first consideration will be given to internal NRC applicants.
- A pre-qualified listmay be established for similar positions for a one year period.
- Preference will be given to Canadian Citizens and Permanent Residents of Canada. Please include citizenship information in your application.
- The incumbent must adhere to safe workplace practices at all times.
- We thank all those who apply however only those selected for further consideration will be contacted.
Please direct your questions with the requisition number (24243) to:
Telephone:
Closing Date: 20 August 2025 - 23:59 Eastern Time
For more information on career tools and other resources check outCareer tools and resources
Required Experience:
Unclear Seniority
Employment Type
Temp
